UK councils, you’re entering 2026 with pressures that feel heavier than ever: rising demand, shrinking budgets, and residents who expect the same digital experience they get from banks, retailers and streaming services.

You’re expected to deliver more - with less.

The good news is that modern content and digital channels can transform your service without adding complexity or heavy cost.

The Pressures You’re Facing Are Real and Growing

Your contact centre is under unprecedented strain, and traditional channels alone can’t keep up. Research across UK public‑sector services show just how intense the environment has become:

• 83% of contact centre workers report burnout or near‑burnout

• Over 40% of council contact is avoidable, driven by unclear processes or inconsistent communication.

• 2.6 million UK residents remain digitally excluded, increasing reliance on phone lines. 

• 87% of contact centres plan to integrate AI by 2026, widening the gap between modernised and non‑modernised services.

These pressures make it clear that you need solutions that reduce unnecessary demand, protect staff wellbeing, and modernise your service in a safe, manageable way.

Video FAQs: Your Fastest Route to Reducing Avoidable Contact

High‑volume, repetitive queries are consuming your team’s time and driving burnout.

You know the topics: bin collections, council tax, parking permits, housing processes, school admissions. They’re simple but they arrive in overwhelming numbers.

Video is one of the most effective tools for reducing this load.

Residents retain 95% of information delivered via video, compared to just 10% via text. That means fewer misunderstandings, fewer repeat calls, and fewer frustrated residents.

A strong example comes from our client, Cambridge City Council, who introduced a short instructional video to drive portal self‑registration. Within one month they achieved:

• 30% increase in registrations

• 18% reduction in average talk time

Turning your top FAQs into short, branded videos gives residents clarity, reduces avoidable contact, and frees your agents to focus on complex or vulnerable cases.

L&D Video: Faster Training, More Confident Agents, Less Manager Strain

Your agents take too long to reach full competence, and the burden falls heavily on your senior staff.

Industry benchmarks show that the average time to proficiency is 3–6 months, often involving inconsistent coaching and long written manuals.

Video‑based learning changes that dynamic. It delivers:

• Consistent onboarding for every new starter

• Faster knowledge retention

• Reduced dependency on managers

• A reusable library of training content

With video, your team becomes more confident, more capable and more resilient, without increasing training overhead.

WhatsApp: The Channel Your Residents Already Prefer

Residents expect modern, flexible communication, and WhatsApp is now one of the UK’s most widely used channels. It offers a level of convenience and accessibility that traditional channels simply can’t match.

WhatsApp enables:

• Asynchronous messaging, so residents respond in their own time

• AI‑powered triage, ensuring only the right cases reach your agents

• Integrated data capture, reducing back‑and‑forth emails

• In‑flow video support, giving residents answers instantly

• Automated journeys for tasks like missed bins, permit renewals, council tax checks and housing updates

Shifting even a small percentage of inbound demand to WhatsApp dramatically reduces phone pressure and improves case handling efficiency.

Why Councils Choose Premier CX

You don’t just need technology - you need a partner who understands the realities of public‑sector service delivery. Premier CX brings:

• 25 years of expertise in customer journeys, scripting and tone of voice

• Deep experience with councils nationwide, delivering measurable improvements

• A complete ecosystem: video, WhatsApp, training content, audio and strategic support

• A strong understanding of public‑sector constraints, governance and accessibility requirements

You get tools that work, content that resonates, and a partner who helps you implement change safely and effectively.

2026 Doesn’t Have to Feel Like 2025

With the right content and channels in place, you can reduce demand, support your teams, and modernise your resident experience - without major transformation programmes.

Councils already using video, WhatsApp and structured content are seeing:

• Lower call volumes

• Higher digital uptake

• Faster agent onboarding

• Improved resident satisfaction

• Reduced burnout and attrition

Your contact centre can become more efficient, more resilient and more future‑ready.

Ready to Reduce Demand and Modernise Your Service?

If you want 2026 to feel different - lighter, more efficient and more resident‑friendly - Premier CX can help you get there quickly and safely.

Book time with us today to explore how we can support your council: Chat to us here.