numero solutions include powerful call back functionality that makes it easy for local government organisations to offer a convenient service to citizens. Our ‘out-of-the-box’ call back system collects basic information (for example nature of request) from the enquirer via an eForm. Our technology intelligently interprets the information, matches this to the skillset of available agents and presents the ‘call back’ details via numero’s single agent desktop.

By automatically routing the request to an appropriately experienced agent, along with all the information they need for the call, the entire process is streamlined. Call backs are an excellent way to spread the load of peak period inbound calls and to reduce the onus on citizens. The solution can improve many services, including those related to payment and revenue collection.

The potential of call back requests is enhanced further by automatic outbound emails which can be triggered when a citizen is unavailable at the scheduled call back time. By sending an email confirming that you called and providing guidance and a reminder on what to do next, the overall process is both efficient and citizen-friendly.

numero email handling, eForms and Citizen Case Management are all available as ‘out of the box’ functionality within our Software as a Service platform. For further information, please use the form on this page to contact our local government specialists.