The solution and result

Jasbinder Sangha, Contact Centre Manager at Liberata, discusses their experience with Appello’s Out of Hours service.

How long have you worked with Appello?

Appello delivers the out of hours service for Bromley Council on our behalf. I would say the relationship extends to at least a decade, if not beyond that. I've been at the company for over three years and I've worked with them from the outset. We have gone out to tender for the service during that time, as per our processes, but clearly we’ve not identified a provider that can match or deliver what we need them to do.

How have you found the Out of Hours service?

From a service delivery and KPI perspective, Appello is consistently achieving. This consistency is a credit to the teams who deliver – I know they work incredibly hard. The customer feedback for the advisors is generally positive as well.

Have you experienced any challenges?

We always had a challenge around the Christmas period and when we had a weather event. But there have been different applications put in place, different service providers Appello is using internally which have really helped to improve that service delivery and we're seeing the benefit of that.

Nobody's perfect. What I find with Appello is that there's a desire to work collaboratively. They want to improve what they do, they want that feedback so they can be better.

How have you found the communication with Appello?

We have a monthly service review to see how everything has gone in terms of achieving service levels, the overall performance, any feedback from the council on what's worked, what hasn't worked. We also invite service areas from Bromley to join. It just opens up that line of communication. Email is good but things can get lost in translation sometimes. Nothing beats having a conversation. Then we also have ad hoc communication when needed.

They're generally good at responding to issues. If Dave (the account manager) isn't around, there are points of escalation – there's always someone I know I can reach out to if we need something urgently turned around.

Would you recommend Appello?

Yes, Appello has the expertise in the out of hours space. The reason we continue to work with them is because they know how to deliver that service and to deliver it well.