Decision Maker: Cabinet

Outcome: For Determination

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: July 15, 2025

Purpose: To provide an overview of the annual performance of the Corporate Contact Centre, the service responsible for managing telephone calls to key Council services during 2024/25 and to outline plans to transform the service through the introduction of modern technologies

Content: (a)       That the annual performance of the Corporate Contact Centre 2024/25 be noted;   (b)       That the upcoming Strategic Transformation Programme project to modernise the Contact Centre using modern technologies be supported;   (c)        That Members of Cabinet and Corporate Resources Overview and Scrutiny Committee be invited to visit the Contact Centre to observe the range of enquiries received by the service and   (d)       That a review of the pay model take place in recognition of the challenges in staff retention.