Case Study: Tewkesbury Borough Council achieves faster, more efficient resident services with Netcall’s AI-enhanced contact centre

Tewkesbury Borough Council cuts call wait times by 50% with Netcall

Tewkesbury Borough Council, a small local authority, faced challenges with its legacy phone system which provided no operational data, confused residents with complex menus, and consumed staff time with routine enquiries. The council partnered with Netcall to implement Liberty Converse, an AI-enhanced contact centre solution, to move to a more agile and customer-centric approach.

Netcall's solution used advanced natural language processing to intelligently triage and route resident queries, providing immediate responses and guiding people to online services. This resulted in a 50% reduction in wait times, a 16.5% decrease in abandoned calls, and a 37.8% shift to online services. The council successfully processed over 98,000 interactions in the first three months, increasing efficiency and enabling staff to focus on higher-value activities.

Tewkesbury Borough Council