Case Study | Meads Tribunals Service
Meads were approached by the Tribunals Service to provide an efficient, professional and courteous order line and fulfilment service to handle calls from members of the public wishing to make an appeal.
The brief to Meads was to set up a line and operator structure capable of handling between 2500 and 3000 calls per month, to data capture details and to send out the appropriate information booklet to each caller.
Meads provided the Tribunals Service with a national rate number which was printed onto literature to promote the service and then developed the software for data capture.
The system involved the caller initially hearing a pre-recorded message immediately after dialling. After hearing this message the caller had the option of continuing with or terminating the call by pressing a number button on their phone.
When they decided to continue with the call they were put through to the first available operative from the 10 staff that were assigned to the line. In the unlikely event of all staff being unavailable, the caller heard music and comfort messages.
Meads developed a database system to capture the callers information, where the system would advise the operator that the call was from the Tribunals Line, and bring up the correct data input screen before they answered the call, so they could answer with the correct script.
As soon as the operator ended the call the data was sent, the system automatically populated the information and printed a pre-determined letter onto Tribunals Service letterhead. These were then collected by our mailings department for collation with the information book into an envelope and despatched.
