Dynamics CRM: Making it easier for families to understand their child maintenance options
A call centre can be a stressful environment to work in regardless of whom you’re helping: managing the constant queue of callers within SLA targets, prioritising cases, finding the right resolution as efficiently as possible. It can make it easy to lose touch with the person on the other end of the line.
In the case of G4S, and their management of the UK government’s Child Maintenance Options Call Centre service, the person on the other end of line is particularly important.
Meet Flynn, an electrician from Bradford. Flynn’s got a four year old son who’s inherited his dad’s smile, and his unwavering support for Leeds United football club. His daughter – six – has a whip-smart and inquisitive mind. She tells him she’s going to be a palaeontologist one day. Unfortunately, Flynn’s at the tail end of a painful break-up from his partner of nine years. He loves his kids dearly, and the last thing he wants is for them to be collateral damage in a heated custody and maintenance battle. By the time he reaches out to the Child Maintenance Options call centre, he’s at his wits end.
Like more than half of the UK’s separated families, Flynn and his partner had no arrangement in place for maintenance when they split. Trying to wade through the child maintenance options in order to provide an appropriate level of support while navigating the icy, often contentious communication with his former partner was confusing and challenging. Who needs the headache on top of the heartache?
Multiply Flynn’s case by the 2.5 million British households that are eligible to receive child maintenance (and the £3.8B in child maintenance in arrears nationally), and the impact is quite significant. How do you navigate the numerous family breakup scenarios, providing the right information in a timely manner? How do you ensure that you keep all the callers’ highly personal and sensitive data safe? How can you be a voice that’s straightforward, knowledgeable and impartial?
To meet these challenges, and a very aggressive project schedule, G4S turned to Microsoft to help create a call centre solution that provided callers like Flynn the clarity and personal touch they needed. At its core was Microsoft Dynamics CRM, our customer engagement solution that helps companies reliably deliver personalized customer interactions. It also allows for sophisticated reporting and analytics in a highly-secure environment.
Read G4S’s case study and find out how Microsoft Dynamics CRM can give call centres a more personal touch.
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