Capital Programme Application Form
Corporate Priority
Passionate about our Customers
Proposed Scheme
Call Recording system
Outline of Proposal,
including timescales
Procure and implement a call recording system to compliment the current call centre telephony system
Sources of funding
ICT capital fund
Objectives
Improved staff performance and customer care
Benefits
Improved staff performance and service delivery. It will also provide a resource to support complaints handling
within the Contact Centre. Additionally, it will benefit staff welfare as the staff will know that difficult calls are being
recorded and will feel more supported.
How will the proposal
contribute towards:
Corporate
Priority?
Passionate about our Customers
Local Area
Agreement?
N/A
Asset
Management
Plan?
N/A
Other plans and
strategies
(please specify)?
Customer Care Programme
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Capital Programme Application Form
Constraints
None
(e.g. time, reliance on
external funding, legal
or technical factors)
Is this scheme already
in the Capital
Programme?
No
(If so, has the work
started or has the
contract been let?)
Does this scheme
create new assets,
which the Council will
need to replace in due
course? If so, please
give the asset life
expectancies.
System will be a software asset. Upgrades will be required to maintain functionality over time.
Have Accountancy
agreed that the
proposed expenditure
should correctly be
treated as capital?
Yes
Implications of proposal Too much of the team leaders’ time is spent on manually recording details of staff performance and this time needs
to be freed up to concentrate on development of the contact centre and Gateway as well as on improving staff
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Capital Programme Application Form
being rejected
performance. Additionally, when it comes to complaint investigation, it can be very time consuming to establish
the facts of a case, and who said what, whereas if we were able to listen to a recording of a telephone call, a view
could be formed immediately. It is also a support mechanism for staff who are at times subjected to abusive and
threatening comments from customers. If we have the evidence, we can take action; without it we can’t. This
would help reduce stress levels and low morale.
Implications of proposal Not achieving the targets in the Customer Care Programme
being delayed
Alternative solutions
None
(If capital funding not
available)
Risks (outline risks and
action required to meet
them)
How does this proposal
impact on equalities?
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Capital Programme Application Form
Capital Costs
Expenditure
2012/13
Site Acquisition
N/A
Construction
N/A
Structural Maintenance
N/A
Fees
N/A
Vehicles, Plant, Furniture and Equipment
The year one costs
for implementing the
Redbox solution total
£10,560 which breaks
down as follows.
Setup costs
£5,280 – Equipment
& Licence costs
£2,400 – Configuring
PCI suppression
£1,600 – Installation
and Training
£1,280 – Support &
Maintenance
Grants and Contributions
N/A
Other expenditure
£3,000 for Siemens
to reconfig the
ISDX/Procenter
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2013/14
2014/15
2015/16
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Capital Programme Application Form
server to
accommodate the
Redbox solution and
some configuration
work on the Switches
and Core to enable
the Span ports.
Total
£13,560
Less external grants and contributions
N/A
Less sales of related fixed assets
N/A
Net cost to Tunbridge Wells Borough Council
£13,560
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Capital Programme Application Form
Revenue Effects of Capital Expenditure
Expenditure / Income
2012/13
2013/14
2014/15
2015/16
Loss of Interest (3% of net cost)
Additional revenue costs (please specify)
Reduced revenue costs (please specify)
Additional income (please specify)
Net cost to Tunbridge Wells Borough Council
Date the scheme discussed by the Head of Service with the relevant Portfolio Holder:
Supply email endorsing their support for the approval of funding by Cabinet.
Work must not commence without budgetary approval from Cabinet (or s151 in an emergency)
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