Winners of the 2017 Unaward Award for Best Use of Email: School admission days are among the busiest on the board`s calendar, with nearly 3,000 calls received in one day in 2016 alone. With only 18 contact centre staff available to respond, Birmingham City Council needed to find new ways to provide information to parents and give their staff the opportunity to focus on more complex cases. Laura Hendry, Head of Communications, and Guy Evans, Head of Social Media, explain how they used digital technology to solve the problem and cut calls in half. We also found that we already had correct email address information for the majority of parents affected by the ads, as they had used those addresses to apply for school places in the first place. This meant we had ready-to-use access to a direct communication channel. Our analysis had revealed that people didn`t always go directly to our website to get information, but we were convinced that if the answers to the most important questions were delivered directly to their inbox, we would have a better chance of engaging them. We decided to create an e-newsletter that contains answers to some of the most frequently asked questions about School Supply Day. We sent the newsletter a week before the announcement of the offer and again the day before, so that the information would be fresh in people`s minds. We complemented this activity with work on our social media channels and used posts to direct people to offer day with frequently asked questions on our website, which we had also clarified. We`ve also changed the content of our interactive voice response message that people hear when they call the contact center. We`ve included some of the answers to important questions in this post, reducing the need for employees to complete their call through the contact center.
Request for information Our reference: 23751492 your reference: [FOI #754446 email] We have also used other networks and channels by providing all schools in the city with a copy of the offer and information and details about the messages we have given to parents. This allowed us to convey a consistent message to parents wherever they asked questions and help schools stay informed about the messages we distributed. The board offers about 15,000 seats a day, and parents call the contact center to find out when announcements will be made, to the need to discuss more complex issues that may have arisen during the process. We only have 18 employees in the contact centre who take intake calls as well as requests for other children`s services, making it impossible to answer the thousands of calls we receive immediately. This has the effect of creating long wait times for parents, many of whom are already anxious. As counsel, we then have to deal with complaints through a number of channels, including social media, which has a greater impact on reputation. These changes have had a huge impact. When the newsletter was launched in 2017, we were able to reduce the number of calls offered per day from 2,780 to 1985. When we repeated the process in 2018, the number of contact center calls dropped to 1,341, of which only 661 had to be answered, as many parents received the information they needed from the interactive voice message.
The huge reduction in volume allowed our contact centre staff to use their expertise to help parents with more complex cases and ensured that parents who did not have access to our other communication channels had a much better chance of getting a quick response to their request. It is important that the achievement of these improvements does not come at the expense of other parts of the Council. It was quick and easy to create the newsletter, and since we already had all the email addresses, it was very quick to create an accurate distribution list. We had already planned to use social media to highlight the news around School Supply Day, so very little extra work was needed to make a significant impact. There was also no cost to do it. We plan to continue this work in the future and we will try to maintain the high level of success we have achieved over the past two years. We`re also looking at how we can further grow our social media business by using a wider range of platforms to share our posts on the day of entry. Resolver can help you send your complaints to Birmingham City Council. It`s fast, easy and completely free.
The day that places in primary and secondary schools are announced is always one of the busiest of the year. Working at BIRMINGHAM CITY COUNCIL LEGAL SERVICES + 1 Other where does this information come from? Most of the information on this page comes from the Solicitors Regulation Authority. However, some information may have been processed directly by the professional, the company or its representative. Learn more. This campaign would not have worked without the close working relationship between communication, contact centres and children`s services. The collaboration allowed us to query our data and create clear and concise messages that met everyone`s needs. We also realized how effective digital channels are at directly engaging the audience on specific topics, and the value that can come from making better use of the data and insights we already have. We do not regulate this organization, but it appears in our registry because there are people regulated by the SRA who work here. Below is a list of persons regulated by the SRA within this organization. A completely free service recommended by Martin Lewis, founder of MoneySavingExpert.com. Why evaluate us.
⚠ To notify the Law Society of inappropriate or offensive content posted on Find a Lawyer, please visit our contact page. Please check with your phone provider if you are unsure of the cost of a call. For more information, please contact Laura Hendry, Head of Communications at Birmingham City Council. We started by bringing together the communications team, the contact centre and the children`s services team to get an overview of the type of calls parents make on the day of the school space offer and in the days immediately following. This allowed us to gather information and analyze the data we already had. Working together and looking at our data in detail, we found that the vast majority of calls to our contact center were about simple topics, such as when announcements would be made or how parents should respond to their offer. These were questions to which we already had the answers. Resolver is a completely free complaint resolution tool that connects the UK consumer directly with customer service providers who can resolve their complaint.
6690158 Employment Civil Litigation Team June 2021.doc Want to help others resolve their issues quickly or see the latest updates on how Resolver can help you? Then like us on Facebook and follow us on Twitter. An important aspect of the success of this campaign was that it was highly targeted and contained simple messages. We focused our communication on the key issues our target audience wanted to know and resisted the temptation to include other information. School offerings have a direct impact on people`s lives, so we knew we had an audience that would be interested in relevant information. The campaign was also grounded in ideas – the messages directly answered the questions we knew parents had. East Riding of Yorkshire Safeguarding Children Board Resolver is a completely free service that allows you to complain effectively. We work with industry leaders, regulators and governments to make your voice heard and improve customer service. However, if you prefer to complain directly, you can use the address above to contact Birmingham City Council. Learn more about SignVideo, how it works, and what you need to use it. The volume of calls to simple process issues also means that our experienced call processors cannot focus their efforts on solving more complex cases. Although a lot of information was provided on our website, the call volume indicated that we were still not receiving these messages, so we started to investigate if there were other ways to reduce the majority of calls in the system, keep parents informed, and keep our phone lines for more detailed or complicated cases.
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