Contact Centre Information

Your request (in bold) and our responses appear below:

1.    Contact Centre
a)    Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b)    Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to? 
c)    How many contact centre agents do you have? 
d)    Do agents work from home? Or just your offices?.
e)    Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f)    When is your contract renewal date? 
g)    Who maintains your contact centre system(s)? 
h)    Do you have records of the volume of inbound enquiries made into these contact centres for each year? If so, where can these be found

The Crown Prosecution Service (CPS) has contact points centrally and in each CPS Area/Division; those involved in this work are all employed by the CPS and they work from the office or home in line with CPS policies. As not all staff involved in this work are dedicated to this activity, we do not hold a figure for the total number of people who may be considered “contact centre agents”. The system used to record contact is provided by Microsoft (as part of the Enterprise Agreement) and was developed and maintained by Brightwire. Records of inbound enquires are recorded but are not published externally.

2.    CRM 
a)    Do you use a CRM in the contact centre? What platform is used? 
b)    Do you use the same CRM for the rest of the organisation? What platform is used? 
c)    Do you use a knowledge base / knowledge management platform? What platform is used?

The CPS uses a software application based on Microsoft Dynamics for CRM. There is no specific platform for knowledge management relating to customer/citizen contact services.

3.    AI & Automation 
a)    Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology? 
b)    Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

The CPS does not have a customer or citizen facing chatbot and does not use RPA technology relating to customer/citizen contact services.

4.    SMS/ Messaging services
a)    Does your organisation offer it's citizens support and reporting services via SMS or mobile messaging applications? If so, what services are offered?
b)    Who is your current provider for SMS messaging (if applicable)?
c)    Is the SMS/ Messaging service bi-directional .i.e. can texts/ messages be responded to directly by the recipient?
d. Do you employ any level of automation with these services?

The CPS does not use SMS/ Messaging services relating to customer/citizen contact services.

5.    Marketing
a)    Public engagement - Marketing Technology used, i.e Salesforce Marketing, Adobe? Direct marketing campaign engagement or en-mass only?

The CPS does not use marketing technology relating to customer/citizen contact services.