In trying times (and this is undoubtedly one of them) businesses sometimes turn to outsourcing solutions in the hope of maintaining and improving service, whilst at the same time minimising costs.

Outsourcing customer service solutions can take many different forms, from offsite call centres to ICT integrated semi-automated or fully automated systems. The London Borough of Southwark have recently collaborated with US award winning company Vangent Inc. to integrate a customer service solution:

“The sophisticated solution offers a whole host of services beyond the citizen’s original purpose of call, as well as reducing the costs of service delivery. In one interaction, multiple services can be completed including council tax registration, application for housing and council tax benefits, school meals, children’s clothes, parking permits, library cards and electoral registration.”

To what extent it’s a success time will tell and let’s hope it’s a great solution. Companies looking to outsource their customer service needs should remember the basic issue that comes up in all customer service training courses; customers often benefit from a personal interaction with a knowledgeable member of staff.