Contact centre employees from Agilisys, the customer transformation partner to Rochdale Borough Council, joined scores of local authority staff who volunteered to come into work over the holidays to assist with the Boxing Day floods in Rochdale and the surrounding area.
The Agilisys Out Of Hours team, who were already working over the Christmas period, were joined by additional Agilisys employees who volunteered to help deal with the high call volumes experienced during and after the flood relief effort.
Over 3,500 calls were made in the Rochdale area throughout December, with more than half of those answered over the five-day period between Boxing Day and New Year’s Eve as local residents, victims and businesses dealt with the floods.
Call advisers ensured customers had access to clear information about the flooding, issues with electricity access to homes and access to roads and the local town. Calls continue to be answered as those dealing with the aftermath of the floods seek information on a number of issues, including how to claim financial assistance.
Mark Jones, senior business manager at Rochdale Borough Council, said: “Throughout that busy and traumatic time, the attitude of everyone within the contact centre was first class and the feedback received by the Rochdale Street Teams from local residents has been nothing but positive.”
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As part of our series on the Cloud, Adam Evans, Partnership Director from Agilisys recently caught up with Sean Green, Head of ICT at Tower Hamlets and Independent director of London Grid for Learning to talk about the potential of the London SuperCloud, and how it can help to deliver public services more effectively in the capital.