Inbound call centre
From call handling to social media monitoring, our flexible contact centre services mean you can scale your operation depending on seasonal demand.
Public Sector Call Centre: Whistl's Contact Centre Solutions
Partner with Whistl for contact centre support and utilise our advanced technology to enhance your customer service. Our services seamlessly integrate with your workforce and agencies, improving the overall customer experience.
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300 Seats
Managed Team
Capacity for more home workers
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UK-Based
2 National Sites
Providing Scalability
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KPIs
Bespoke Reporting
Dashboard Reports Avaiable
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10+ years
Client retention
Partnership approach
Whistl’s Public Sector Call Centre Services
One challenge governments face is the increasing demand for high-quality, personalised care, which has strained internal government call centres.
Other key issues include rising customer expectations for personalised services and demands for secure, compliant data protection. The government is vested in ensuring this care is delivered cost-effectively and sustainably. Therefore, authorities and organisations could benefit from outsourcing call centre services during high demand and public call traffic.
Public Sector Call Centre Support Services, from Whistl
Overflow call centre
Extend your daily contact handling capability with flexible teams on hand during business hours and out of hours, with services to support extended business hours.
Campaigns
We carry out consumer surveys and support customer data handling and verification on behalf of bodies such as the National Careers Service.
Outbound call centre
We help national political parties measure loyalty and conduct supporter feedback through outbound calls.
Business to Business communications suppliers
We can facilitate effective business-to-business communication across various channels and coordinate with your suppliers to improve business efficiencies.
Out of hours call handling
Does your organisation have fixed business hours for your customer service team? Whistl can support your customers, extending your operating hours and catering to customers in different time zones.
Government surveys and opinion polls (e.g. NPS scores)
Our agents can conduct surveys and opinion polls to gather feedback and measure public sentiment. The valuable insights we gain can help drive informed decisions so you can improve your service offering.
Benefits of Public Sector Call Centre Outsourcing, with Whistl
When you work with our public sector call centre service, you can enjoy the following benefits:
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Slash hiring and training costs
We work to complement your internal workforce and agencies, helping you enhance the general public’s customer experience. At the same time, you can significantly reduce costs by eliminating the need to hire, train, and schedule your call centre agents.
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Peak periods handling
Outsourcing your call handling can ensure queries are handled quickly and effectively during peak periods, such as election campaigns. Whistl’s outsourced call centre services create the required flexibility for operators to deal with your calls as a dedicated representative or as an overflow of a percentage of your calls from your in-house call centre team.
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Multichannel public sector contact centre support
At Whistl, multichannel contact centre support is available, ensuring your customers can reach you on a platform suited to their preferences. We provide email, social media, live chat management, and regular call handling.
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PCI and GDPR compliance
With the rapid implementation and a relentless drive for continuous improvement, Whistl contact centre services are entirely PCI- and GDPR-compliant.
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A wide range of solutions
Whistl uniquely provides various solutions to governments and the public sector to complement contact centre services, such as Direct Mail, to meet the consolidation trend towards larger, integrated contracts. We even offer digital communication solutions that enable seamless, GDPR-compliant integrations if you want to reduce your physical mailings. This allows you to control the cost, quality, and efficiency of your digital or printed communications via secure portals.
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The ability to measure and meet objectives
Whistl has helped government units, such as major political parties and local councils, meet objectives, including measuring NPS and CSAT. Our dedicated teams also work to pre-agreed SLAs to increase customer satisfaction by leveraging customer insights, giving you greater visibility into the general public’s interactions with and perceptions of your government unit.
Discover more information about the benefits of outsourcing a customer service call centre.
Whistl's Contact Centre Memberships and Accreditations
Public Sector Contact Centre Support Solutions
Improve engagement across all channels with Whistl's outsourced customer support solutions.
Frequently Asked Questions: Public Sector Customer Support
What is a public sector call centre?
Public sector call centre outsourcing involves using a specialised contact centre like Whistl to deal with your public sector customer queries and issues. The objective is to streamline your customer service and boost satisfaction and loyalty.
Learn more about the importance of contact centres to see what you have to gain from working with us.
Which contact channels can be managed?
We offer solutions across all customer communication channels, including phone calls, social media, email, live chat, and messaging apps. We can support on a single channel, multiple or across all channels.
How long does it take to start managing our customer service?
The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.
Can your agents use our existing CRM and tech stack?
Yes, our team can integrate into existing integrations, and we ensure secure, real-time data synchronisation for continuity. Our team is proficient in working with leading customer experience platforms, including Salesforce, Zendesk, MaxContact and Gorgias. We would be happy to speak to you about your integration requirements.
What's your average agent tenure and why does that matter?
Whistl agents have an average tenure of 9-10 years, compared to the contact centre industry average of 1-2 years. The extended tenure allows our teams to resolve issues faster (first-contact resolution), understand your business better, and provide superior customer experience. Our clients benefit from consistent service quality and institutional knowledge that new hires can't replicate.