Case Study: Winchester City Council manages a surge in customer enquiries with Confero

Winchester City Council - Customer Case Study

Winchester City Council, a district council serving around 114,500 residents and millions of annual tourists, faced a sudden surge in customer enquiries after combining waste, recycling and streetcare services with East Hampshire District Council. Needing immediate extra customer service capacity, the council turned to Confero for crisis management and helpline support.

Confero mobilised a team of 10 dedicated crisis management helpline agents within three days, trained them on WCC’s systems, and had them handling live calls seven days a week until 9pm. Over four weeks, Confero answered 7,500 calls, easing pressure on the council and helping it achieve a complete and satisfactory resolution of its customer service challenges.

Winchester City Council