Leeds City Council is the local authority managing the Yorkshire city of Leeds. With a population of over 800,000 it is vital that the Council is able to assist residents across a wide variety of departments from Housing, Council Tax and Adult Care services.

The Contact Centre solution had been in place since 2015 and was considered to lack functionality and resulted in longer call times.

AHmedia | London helped Leeds City Council in a two stage process.

Firstly, a discovery piece of work was carried out to understand the “As-Is” situation, looking at the SWOT analysis. Following the comprehensive report, It was decided that a new contract would be put out to market under the RM3808 - Network Services 2 Framework.

Secondly, AHmedia | London assisted with the creation of the documentation based on their requirements and ran the tender competion with Leeds City Council which resulted in an award in April 2022 to Virgin Media O2 for a new Genesys Contact Centre solution.

The new solution contained provision for call deflection and for bot assistants to reduce the overall call volumen into the centre, integration into the MS Dynamics CRM platform and MS Teams

The project delivered over £1.9 million savings in the first year through reduced staffing costs and more efficient scheduling of staff.