OnDemand Customer Services

Supporting your service delivery with a flexible approach to contact centre services

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With the ongoing pressure to do more with less, contact centres now face a number of constraints whilst being expected to consistently improve service delivery.

We manage customer service operations nationwide, handling over 3.5m calls per year, with a proven multi-channel model, including telephony, webchat, social media, email, white mail and face-to-face service delivery.

Why Civica?

We focus on building long-term relationships with our customers, and understand that although there is often commonality within our customer base, each one is individual. That’s why we offer a flexible service to suit any project size or length from a couple of agents to handle overflow calls during a peak period to a fully managed contact centre.

Civica has developed a Customer Services Target Operating Model (TOM) to ensure transformation and ongoing service delivery achieve the best possible outcomes for our partners and their customers. 

Organisations that we work with benefit from a central support structure, which includes solutions and workforce management teams providing additional expertise and capacity to help achieve a high-quality customer experience and business objectives.

Due to the number of people we serve daily, and the scale of the infrastructure we manage across the country, our customer service operation is vital. We chose Civica because of its track record and excellent customer service offering, which includes the ability to deliver a multi-channel, inclusive platform." Andy White, Customer Service Director, Network Rail

Our specialist contact centre services

Out-of-hours services

Highways, Environment, Emergency Planning, Housing Repairs, and Adult and Children's Social Care services all require out-of-hours resource. We offer cost-effective OOH multi-channel solution covering evenings, weekends and bank holidays, including Christmas Day.

Contacts are transferred to our experienced team at specific times and days to suit you and we use our dedicated workforce management team to optimise resourcing to meet both KPIs and customer service excellence. We also provide comprehensive training to all your employees enabling them to handle a variety of complex enquiries. We provide business critical management information including contact type and volumes and adherence to SLAs.

Read our case study on Hull City Council.

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Council tax recovery

Peaks in demand can cause substantial resourcing issues for Local Authorities at regular intervals during any month. To help you manage peaks, we handle calls on your behalf using your telephony platform in a number of ways to suit your needs:

  • by transferring all recovery calls to us

  • overflowing calls to us after a specified number of minutes

  • overflowing calls to us when there are a defined number of customers waiting in the queue

Our experienced team deals with all types of Council Tax enquiries, enabling your council to meet both processing targets and collections rates.

Read our case study on Stockport Council.

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Our award winning specialist multi-channel team has extensive experience within the rail industry. We handle a range of enquiry types, including:

  • Safety - from objects on the track and signal failures to derailments and enquiries from landside neighbours

  • Suicide prevention

  • Complaints - noise due to maintenance, lights shining in properties, station complaints

  • Vegetation - over-growing lineside vegetation

  • Managed Station - assisted travel, information about a station, lost property

  • Commercial Property - interest in properties, maintenance enquiries for existing tenants

  • Real-time - people on stationary trains, delays, maintenance queries.

Discover how we've applied our multi-channel contact strategy to deliver Network Rail's helpline.

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Housing repairs

We have a wealth of experience in dealing with housing repairs calls on a 24/7/365 basis. Our team is fully conversant with various housing systems and focused on maximising cost effectiveness for all our clients.

When dealing with emergency calls, our team undertakes several checks before defining the call an emergency. This included checking tenancy details, identifying number of vulnerable residents, offering advice and more.

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Maintain service levels

High customer satisfaction

Insight improves processes

We've applied our multi-channel contact strategy to deliver Network Rail's helpline.

Network Rail outsources provision of its helpline to Civica based on its track record on customer service.

Read case study

Learn more about how we can support your service delivery