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Westminster City Council’s daytime call centre coming in-house

Published: 30 November 2021

Westminster City Council is bringing its main daytime call centre in-house in order to continue the evolution of its multi-channel customer experience and provide greater employment and other opportunities for local residents.

Westminster’s daytime corporate contact centre currently handles calls and emails for approximately thirty Council services including adults, children’s, environmental, streets, registrars, planning, licensing and free school meals. The contract has been delivered by Agilisys Ltd since 2014,  with customer satisfaction consistently exceeding 90%. The move to bring the service in-house draws this partnership to a natural close, with the Council now well positioned to benefit from the latest contact centre technology.

Insourcing of the daytime contact centre is expected to be delivered in three phases. During phase 1 services will transition across to the council from August 2022 as part of a comprehensive transition programme, with completion by November 2022. The team will be based in the Council’s main City Hall building in the heart of Westminster.

Westminster City Council’s Cabinet Member for Finance and Smart Cities, Cllr Paul Swaddle, said:

This is great news for Westminster as we bring one of our main customer contact centres back into the heart of the city and the communities we serve. By linking up directly and seamlessly with other council departments, we think we will be able to offer an enhanced service to our residents, businesses and visitors when the new in-house team starts up next summer.

We think this is a win-win as we are also committed to providing job, training and other opportunities for local residents whilst offering a seamless customer experience across all our channels.

I’d like to thank Agilisys for their excellent support over the past seven years, particularly for the customer service improvements that they have been instrumental in delivering. We look forward to continued working with them to ensure a smooth transition and continuity of a great service for local people.

Notes to editors:

  • The decision report authorising the in-sourcing of the daytime call centre service was published on 17 November 2021
  • Agilisys handle on average 189,000 daytime calls, 69,000 out of hours calls and 11,500 emails a year. Over the last 7 years of the contract, volumes have been decreasing at a steady rate as contacts shift to online channels
  • A number of authorities have recently insourced their contact centres these include Hammersmith and Fulham, Rochdale, Barking and Dagenham and Birmingham. Authorities state that insourcing has provided them with a greater level of control and flexibility to transform their contact centres
  • Westminster’s out-of-hours contact centre will remain with an external provider, with performance closely monitored