Purpose

To provide an overview of the annual
performance of the Corporate Contact Centre, the service
responsible for managing telephone calls to key Council services
during 2024/25 and to outline plans to transform the service
through the introduction of modern technologies

Content

(a)       That the annual
performance of the Corporate Contact Centre 2024/25 be noted;
 
(b)       That the upcoming
Strategic Transformation Programme project to modernise the Contact
Centre using modern technologies be supported;
 
(c)        That Members
of Cabinet and Corporate Resources Overview and Scrutiny
Committee be
invited to visit the Contact Centre to observe the range of
enquiries received by the service and
 
(d)       That a review of the pay
model take place in recognition of the challenges in staff
retention.