Title
CUSTOMER CONTACT CENTRE BUSINESS CASE
Rebecca James-Reid, Executive Director of Access Barrie and Monique Kovacs, Manager of Customer Service provided a presentation regarding the Customer Contact Centre Business Case.
Ms. James-Reid provided a brief overview of the history associated with the Customer Contact Centre and discussed slides concerning the following topics:
• The mission, values and goals contained within the Customer Service Plan;
• The key initiatives identified in the Customer Service Plan;
• Council direction provided in 2014 with respect to the Plan;
• The benefits of a Contact Centre; and
• The Departmental reviews undertaken as part of development of the Contact Centre business case.
Monique Kovacs discussed slides concerning the following topics:
• The recruitment of a Knowledge Management Co-ordinator to facilitate a corporate knowledge base;
• The requirement to invest in a Customer Relationship Management (CRM) system;
• The Contact Centre recommendations;
• The proposed phased approach to implementing the Plan;
• The return on investment associated with a Customer Contact Centre;
• The capital and operating costs associated with the proposed Contact Centre; and
• The next steps.
Ms. James-Reid concluded by requesting feedback from the Committee with respect to the Customer Contact Centre to be used in the preparation of a staff report to be presented to General Committee for consideration on October 19, 2015.
Members of the Committee asked a number of questions related to the information presented and received responses from City staff. (File: F00)