Customer service that cares

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Customer Services

Liberata provides high quality and cost effective customer management services that impact millions of people across the UK. We are able to create shared service centres, meaning our customers benefit from best practice across our teams, which ultimately helps you serve your customers better.

Our award-winning customer services teams in Barrow-in-Furness and Pendle have once again been officially accredited to the highest standard possible in 2016 with Version 6 of the Contact Centre Association’s (CCA) Global Standard©.

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Creating seamless services

  • Aid channel shift: Remove administration, reduce face-to-face and phone volumes, free up time and save you money by encouraging citizens online.

  • Deliver contact centres across different platforms and contact points: Meeting your customers’ needs with cashiers, call centre operations, postal services centres, information kiosks and face-to-face contact centres.

  • Improve your customers’ experience: With a proven track record of reducing call drop rates, waiting time and call backs while answering 85% of queries at first contact.

24% reduction in call volume since introduction of self-service
85% of queries answered at first contact
50% reduction in avoidable contact within two years via our transformation programme

Liberata have been instrumental in delivering an online self-service facility which has been hugely successful in providing our customers with the capability to apply for benefits, report changes and to self-serve with council tax online.

Richard Penska Head of Support Services Partnership, North Somerset Council