Client

Outsourced Contact Centre to Streamline Public Enquiries

See how Adecco designed and delivered a multi-channel triaging service for a public service provider under a flexible BPO model, handling high volumes of public phone and email enquiries, improving response times, and reducing pressure on teams.

About the Client

The client provides a public service focused on promoting, preserving and protecting the environment and UK cultural locations.

The Challenge

The client operates through multiple regional teams and specialised departments, with services spanning planning, conservation grants, education, archives, and public outreach.

The client receives a high volume of calls from the public, often overlapping across departments. Faced with this complexity, they approached Adecco to implement a streamlined triage solution that would ensure each enquiry reached the right area of the business quickly and efficiently.

Key goals included:

Improving response times.
Reducing the workload on internal teams.
Ensuring enquiries reached the right business areas without issue or delays.
Strong data monitoring and adherence to SLAs.

Our Solution

Adecco built a first-class triaging service under our business process outsourcing (BPO) model. This tried-and-tested model draws on our proven experience to deliver a cost-effective solution that frees up time, focus, and resources while maintaining a flexible and scalable approach to business processes.

Contact Care

Adecco’s triaging service acts as the first point of contact for both phone and email enquiries. Our trained agents manage inbound traffic by identifying the nature of the query and directing it to the appropriate team.

Our triaging solution supports multiple channels:

Phone – Adecco agents answer incoming calls, gather relevant context, and redirect callers to the appropriate department.

Email – Incoming emails are assessed by agents and routed to the correct department, with a further email sent to the customer detailing the expected response time. Outgoing e-mails are sent from the same client e-mail address used for the original query, including the client’s branding.

This solution has significantly reduced pressure on the client’s teams, allowing them to focus on complex queries while ensuring customers receive timely, accurate responses.

Troubleshooting and Quality Management

Our contact centre model includes:

A first-time fix approach when possible, using internal client resources and guides.
A shared knowledge base and training structure to ensure consistent triaging.
Regular quality checks, agent training, and silent monitoring to uphold best practices.
Collaboration with the client’s stakeholders to ensure continuous improvement.

To maintain service delivery, Adecco utilises a core team of full-time agents. To cover unexpected leave, breaks, or call spikes, we also maintain additional cross-trained staff members from other contracts, ready to reinforce the team at short notice.

Adecco’s internal quality assurance team conducts ad hoc monitoring to keep the service aligned. Our service is underpinned by clear KPIs, led by the client to maintain operational transparency and accountability.

We also use a wallboard to track the daily performance, including remote access for all stakeholders.

Forecasting and SLA Management

Adecco’s workforce management system includes:

Call and email volume forecasting, helping ensure agent availability is aligned with enquiry trends.
Agent scheduling and real-time adjustments to prevent overflow during peak periods.
Weekly/monthly/quarterly SLA reports to track adherence in real-time. These reports contain detailed operational tracking.
Data on average handling times, abandoned calls percentages, volume of queries per day, and response time.
This forecast-led staffing approach has enabled us to consistently meet or exceed agreed SLAs, even during seasonal spikes.

Outcomes

By ensuring public enquiries are routed and responded to correctly, the service has freed up the client’s regional teams to focus on more complex cases and strategic work.

This model demonstrates Adecco’s capability to:

Rapidly deploy outsourced business processes in public sector environments.
Uphold stringent SLA commitments.
Deliver measurable impact through high-quality, human-first customer care.

The success of the triage project showcases a scalable solution for similar public bodies and multi-departmental institutions looking to streamline their customer-facing operations.

Key Results

Set up and managed a tailored triaging solution.
Email response SLA: 100% email response within two working days, against a target of 100%.
Call abandonment rates: under 5% for calls abandoned after 20 seconds (currently at 1%).
Complaints forwarded within two working days.

Outsource Your Business Processes with Adecco

We help organisations manage high-volume processes and tasks, such as HR helpdesk, customer service, data processing, and invoicing. Whether you need a short-term solution to meet seasonal demand or ongoing support for a specific business function, our approach and infrastructure enable us to deliver quickly and easily.

Get in touch today to arrange a no-obligation consultation with an expert: