Caller Insight – public sector

You want to give your callers the best possible experience – a personalised service and all of the support they need to feel valued and heard. Our real-time statistics will help you handle calls more efficiently and improve caller satisfaction so that you meet your SLAs and stay on top of call demand. You’ll see, in real-time, the number of inbound calls, abandoned calls and the average time calls are answered, so that you can flex your resourcing as needed. And we’ll work with you to design tailor made reports as well as providing 10 relevant pre-configured reports. Rather than looking at lots of fragmented data, you’ll get the big picture; an aggregated view of how your customers are engaging with you.

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“We take a high volume of calls in a very short space of time [during the BBC Radio 4 Christmas Appeal]. So we needed a robust and secure platform to make this possible. With the number of telephone donations continuing to increase year-on-year, it was important the solution could also adapt and grow alongside the Appeal. Sesui provides us with a high level of insight from the call data each year, and the team then works with us to refine the whole process for next time.”

Tim Bissett, Director,
St. Martin-in-the-Fields