| Improved
IT system in Customs Call Centre |
| |
The Customs Call Centre
enables members of the public and the trading community
to obtain answers to their enquiries on matters
such as trade declarations, clearance and other
customs matters by calling a single telephone number:
6355 2000.
The Call Centre was set up in December 1998. Its
infrastructure was in line with the PS21 vision
to exploit IT to bring about new levels of efficiency
and productivity within Customs, and also to provide
better services to the public.
The
need for a new system
In 2001, Singapore Customs took proactive measures
to acquire a simpler system for the Call Centre
prior to the expiry of the previous contract on
31 March 2002. A study was made with the dual objectives
of reducing the high annual recurrent cost for the
Call Centre and providing the most convenient services
to the public and the trading community.
An open tender was called in September 2001. It
was awarded in October 2001. The new system for
the Call Centre was successfully implemented on
16 March 2002.
Comprehensive
features
The new Call Centre comprises a PABX system, an
Interactive Voice Response (IVR) system and front-end
telephony devices.
The PABX system provides key functions such as automatic
call distribution, call handling and voice response
integration. With the IVR system, the public can
make enquiries through the voice response system
or by speaking to a customer service officer (CSO).
Better service, great savings
With the new system, the annual maintenance costs
have been reduced by a whopping 92% or about $440,000
per year.
At the same time, service levels have improved.
Real-time information such as the duration of the
longest call in the queue, number of calls in the
queue, number of CSOs available, and the service
levels attained is shown on an electronic display
board within the Call Centre for easy monitoring.
The Call Centre’s Manager can also generate
real-time and historical statistical reports on
the Call Centre’s operations. Access to real-time
information is vital to the Call Centre Manager
who has to ensure that all incoming calls are answered
in the shortest time possible.
The new Call Centre system also provides CSOs with
direct and quick access to the system’s resources
through their individual desktop computers. |
| |
|
| The
new system enables CSOs to access various
resources through their individual desktop
computers. |
|
|
| |
By
Customs
Next: New AGD Intranet
system |
