FOI Reference: FOI/2022/4383
You asked
Dear UK Statistics Authority,
1. Contact Centre - target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider, do you use?
We said
Thank you for your request.
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre? If not, please skip these questions.
Yes
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
We manage our own agents.
c. How many contact centre agents do you have?
3
d. Do agents work from home? Or just your offices?
The UK Statistics Authority operates a Flexible Working Framework which provides flexibility around where and when work is undertaken, subject to the requirements of the role.
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
8 x 8
f. When is your contract renewal date?
The Cloud Contact Centre Contract expiry date is 29/11/2023.
g. Who maintains your contact centre system(s)?
In house admin - any major outages are supported by 8 x 8.
2. Customer Relationship Management
a. Do you use a CRM in the contact centre? What platform is used?\
Yes - 8 x 8
b. Do you use the same CRM for the rest of the organisation? What platform is used?
N/A
c. Do you use a knowledge base / knowledge management platform? What platform is used?
SharePoint is the knowledge management platform we use for the organisation.
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
Not in relation to the Customer Contact Centre.
b. Does your organisation utilise RPA technology? If so which RPA technology provider, do you use?
No.