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 having
considered the annual performance of the Corporate Contact Centre
2024/25, the comments made by the Committee be reported back to
Cabinet when it considers the report;

 

(b)     That having
considered the upcoming Strategic Transformation Programme project
to modernise the Contact Centre using modern technologies as
outlined in paragraph 1.22, the comments made by the Committee be
reported back to the Cabinet when it considers the report;

 

(c)     That Members of
Cabinet and Corporate Resources Overview and Scrutiny committee
visit the Contact Centre to observe the range of enquiries received
by the service; and

 

(d)     That the
Committee requests a review of the pay model.