Coventry City Council - VRA Calls

Coventry City Council is one of the authorities’ trialling the VRA system with new claims. They identified that the main issue facing this new system was getting the relevant customer on the phone when you called.

We approached them with the idea of using our VoiceJunction software to help with this process. The idea was very simple. Once the target group had been identified we could send out a simple broadcast to the new customers...

“Hello, this is Coventry City Council calling in regards to your application for Housing, and or Council Tax benefit. We will be calling you tomorrow between 9:00am and 4:30pm to progress your claim with you”

Coventry carried out two trials of this new system to see how it affected their calls ratios. The results were;

“Trial 1 - So we had a 70% success rate on the voice messages which I think is really positive in comparison to what the hit rate could have been if we were just adopting our usual 'cold calling' methods.”

“Trial 2 - Again this week we trialled voice messaging with the same message as last week...
... another very successful day for us with 90% of customers answering.”

Chantelle Hands, VRA Team Manager - Coventry City