Written by Kieran Mullins – Partner Business Manager
As we all are aware, the last two years has seen a huge increase in demand on the services offered by our local government organisations across the UK. When this is considered alongside the fact that budgets from central government are falling, and requirements of local residents are diversifying and becoming more complex in many cases, the need for our Councils to focus on efficiencies and value-for-money is more prevalent than ever before.
Back at the start of the Covid-19 pandemic, I was an elected member for a district council and there was a very laudable initiative to contact all residents who were either shielding or were identified as vulnerable in some way. I and many of my fellow councillors, along with several officers whose usual job roles had been temporarily suspended, volunteered to call these residents and we are all given a list of 100+ phone numbers to call to see if they needed help with shopping or collecting medicines, or required any kind of emotional support.
As expected, the first round of calls yielded a contact success rate of about 20%; the rest we left voicemails or put a note on the spreadsheet of names to call back at a later date. Over the ensuing days, many people returned the calls and notes were diligently made against the resident’s name to indicate the outcome of the conversation. The process of ensuring every resident at least had a conversation with one of the volunteer team was difficult and littered with potential for error. How much easier things would have been if I could have logged on to a Teams account to make the calls and to have some kind of reporting tool in the background to log the success rate of the attempted calls, and to see who had returned the call and who was still in need of a first-time contact. Even better would have been to have a record of the call so we could remind ourselves of the precise requirement for those with more complex needs.
This was a pretty unique and extreme example of where technology can be instrumental in helping Councils to deliver high quality services to residents, but it is indicative of the kind of challenges that officers and customer services teams face on a frequent basis.
The toolsets available from Code Software, and specifically the suite of solutions in their Clobba range of advanced reporting, analytics and management software, are all designed to deliver greater insight and actionable data to the user so that they can operate in the most efficient way and, consequently, provide the best level of customer service to residents.
INTEGRATION
Clobba supports many UC platforms including Avaya, Alcatel and Mitel but its major strengths of enabling self-service management tools to council employees and presenting a depth of information that is comprehensive yet simple to understand for all stakeholders, are most evident when applied to Microsoft Teams and Cisco UC platforms.
It delivers business critical information through user-defined reports, daily dashboards and trend monitors to deliver accurate, relevant information from which the user can make informed business decisions and manage the operation of their communications estate most efficiently.
USE CASES
Using Clobba analytics helps organisations to:
- Achieve faster RoI on digital transformation projects and UC roll-outs
- Drive cost and productivity efficiencies across the organisation
- Enable cost-savings based on real business statistics rather than perceived “realities”
Clobba addresses business issues such as:
User Adoption The effective adoption of a new communication platform needs close and continuous monitoring and management. Clobba drives user adoption of UC&C across an organisation, ensuring a swifter Return on Investment and highlighting areas for education and training.
Quality Assurance Often there can be concerns around the quality of voice, video and conference calls. Clobba gives comprehensive quality data that can be used for trouble shooting ensuring the highest levels of service delivery.
Productivity Clobba provides employee productivity metrics including the number of answered versus abandoned calls, ring-time and talk-time ensuring that calls are handled to a satisfactory level.
Resource Management A single application to view the elements that make up a UC&C platform ensures that efficiency is optimised across SIP trunks, devices, gateways and session border controllers (SBCs).
Cost Control and Management Clobba provides information so that costs can be allocated to individuals, departments or third parties for cross-charging and billing. Visibility of call costs and employee activity ensures accountability for high-cost calls and activity that is not work related. Alerts can be set to immediately notify of expensive calls.
provides:
- Comprehensive security policies restrict user access to only permitted data.
- Quick access to detailed information on users, departments, locations, specific numbers, conferences, queues, and auto-attendants.
- Dashboards provide a daily snapshot view of the UC&C usage. Users define the layout of the dashboards, selecting the required monitors and applying filters. Using the click-through functionality, users can directly create full reports from the dashboard.
- Trend Monitors show trends of User Adoption, Call Quality and Productivity. Date ranges are user defined, and further filters can be applied around the Department or Organisation Unit, Location and Employee.
- Reporting: Report styles and formats are defined by the user, and all reports can be run either on an ad-hoc basis or scheduled to run automatically on a selected frequency.
- Alarms and threshold alerts deliver instant notification based on ring-time, talk duration, call cost and call error category.
ADDITIONAL MODULES
Clobba’s versatility is enhanced by a number of add-on modules. These include:
offering real-time presence and dashboard style presentation of auto-attendant and call queue data
- Queue monitoring to ensure effective operations and high customer service
- Visibility of staff’s presence status
- Measure active calls and agent availability to manage activity levels
Simple and affordable voice recording for Teams
- Training and monitoring
- Dispute resolution
- Governance and best practice
Device Manager (Jabra / Poly/ EPOS Headsets and devices)
- Multi-vendor inventory of devices
- Bulk firmware device updates
- Call quality
- Use of non-approved devices
DID / DDI Range Management
- Single pain of glass view of multiple ranges
- Allocate and reserve DIDs
- Automated creation of new ranges
- Alerts when ranges reach near capacity
Queue Management
- Access for non-Teams admin users to manage their own queues
- Reduce bottlenecks with IT Admin and enable self-service for queue managers
- Empower managers to make and enact dynamic decision-making and improve customer service
