Around the clock customer service support for citizens

Local authorities, housing associations and other public sector providers must ensure that around the clock customer service is available for citizens who need urgent support. Emergency homelessness, social services support, dangerous structures, environmental health and emergency highway issues, to name a few, all require immediate attention and guidance. 

‘Response out of hours’ is a nationally shared out of hours customer service partnership, delivered by Ealing London Borough Council and Capita. Public sector bodies such as local authorities, housing associations and health service providers can join the partnership, wherever they are in the UK, to access a large pool of highly skilled and experienced customer service agents, to deliver their out of hours customer service requirements.

“By partnering with Capita to deliver the out of hours customer service support for emergency planning and homelessness in Rossendale, it has allowed the council to continue to provide reliable, accurate and high standards of service to the public during times of budget constraints. This is a very difficult service and Capita continues to perform brilliantly.” Andrew Buckle, Head of ICT and Customer Services at Rossendale Borough Council

How it works

Our team of highly skilled and experienced customer service agents is trained specifically to handle public sector out of hours service requirements and processes.

We work with our clients to develop bespoke out of hours call handling scripts and workbooks to make sure callers are supported in an accurate and effective manner, no matter who they speak to, or the type of out of hours service they require.

Our call handlers will always offer an empathetic and personal customer service approach, while using the accurate prompts and processes generated from the scripts.

Routes to purchase

As it’s a partnering agreement with Ealing Council, public sector bodies can easily procure the ‘Response out of hours’ call handling service without having to go through the OJEU process.

The more public sector bodies who join the ‘Response out of hours’ partnership, the more cost effective we are able to position our price per call.

Depending on which service package you choose depends on the price per call you pay. There are four different service delivery options to choose from:

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