Case Study: Blackburn with Darwen Borough Council achieves £60k annual savings and improved call handling with Netcall

Contact Centre Software Saves £60k Per Year

Blackburn with Darwen Borough Council faced an ageing, costly contact centre and channel manager that couldn’t handle multichannel interactions or support its transformation goals (including Skype for Business integration and five‑year future proofing). After a procurement process the Council selected Netcall’s Liberty Converse solution (with email and web chat modules) to replace the legacy system and deliver immediate productivity and omnichannel capabilities.

Netcall implemented Liberty Converse with Interactive Voice Response, automated call routing, voice forms and messaging, enabling smoother handling of more than 600 general enquiries a day. The solution saved an estimated £60,000 per year (equivalent to 2–3 FTE), automated routing for 65% of calls, delivered a 75% time saving, cut abandonment from 20% to under 5%, halved average wait times, met 100% of service measures with zero complaints, and extended functionality to users outside the contact centre. Netcall’s platform also supports planned web chat rollouts to further channel‑shift peak demand.

Blackburn with Darwen Borough Council

Ross McQueen

Customer Services Manager