Case Study
CSL Ltd (Croydon Revenues and Benefits Service)

CSL Ltd provide the highly sensitive and complex Revenues and Benefits service for the London Borough of Croydon. Deciding to concentrate on the administration and processes, they chose Inform as their partner to provide the complete telephone customer interface.

Inform Communication's technical team linked CSL's network directly into the Inform's Call Centre to create a facility which matched and met the clients requirements. Personnel, supervisors and managers were identified and trained and an on-going dialogue of continual evaluation and development created.

As both organisations are specialists in their own areas, Inform was able to release CSL personnel to concentrate on internal processes and they have since gone on to achieve outstanding improvements to the original service. In turn, Inform have focused specifically on customer service and also improved all service quality criteria; calls answered now average over 650 calls a day with average waiting times down from around twenty-five minutes to under two minutes. A successful partnership on all levels.