Call Centre Waste Enquiries

Many Councils have transferred direct customer contact into dedicated call centres. Customers now have a single number to call to talk about any Council service. Calls and responses can be carefully managed and the service provided at a lower cost.

Call centre staff are, of course, very dependent on the quality of information available in their CRM systems. Without up to date and dependable information the call centre can only log the call and then manually raise internal enquiries. The result is a frustrating experience for the customer, administrative cost for the Council and additional workload for the waste department.

Sedgefield Borough Council have transformed their handling of customer enquiries with Waste Collector. Their Oracle CRM system now has comprehensive information and more enquiries can now be resolved during the first call.

Your Call Centre needs Waste Collector!

The Solution - Waste Collector Link!

Reports from the bin wagon - in seconds!

Imagine if your collection crews could report a bin not out at the press of a button. Even better, imagine that this event was entered in your CRM system so the call centre could see it as soon as a an enquiry was received. You've just imagined Waste Collector! Your crews simply tap the screen to report any events you want them to - anything from bins not presented to contamination or complaints from customers. Each house is displayed on screen - they just press the button and select the event they want to record. Waste Collector Link! does the rest - the data is transmitted immediately to the datacentre and sent to your CRM system. When you next look at that household you'll see the See the video here

Assisted Collections - always up to date, instantly

Chances are you've already got a well-defined process for managing requests for assisted collections. But how do you get that information to the people who need it most - the collection crews? You could tell them any changes at the daily briefing, or give them a printed list with the new ones highlighted. But are your crews going to check this list every time they stop on every street?

With Waste Collector they don't have to! As soon as the vehicle stops the touch-screen displays the nearest properties and clearly shows all those with an assisted collection (or any other key data). The new ones are shown in bright red, just to make sure!

Improve bin deliveries and repairs with Waste Collector

Most CRM systems incorporate a workflow engine, so as well as just sending data to the call centre your crews can also trigger automated processes to rectify faults.

For example, a crew may report that a bin is damaged. The Waste Collector system allows the crew to specify that the lid is broken. This event immediately passes to the CRM workflow system. The job to send out a new bin or repair the lid is created automatically and passed to the appropriate team without any administrative input. The repair can now be done same day while the bin is still out on the road.

Better, faster service at a lower cost. That's Waste Collector!