Earlier in 2017, the RSPCA revealed that the number of reported cases of animal cruelty appeared to be on the rise. So much so in fact, that the RSPCA are now taking in excess of 1.15 million animal abuse related calls each year. BBC’s The One Show, sent reporter Dominic Littlewood to the RSPCA contact centre in Rotherham to learn more.
Overseeing the Rotherham based contact centre is Process and Performance Coordinator, Mark Bowmer. He stressed to the BBC that on average their contact centre agents could be taking a call 'every 27 seconds'. On busy days over the summer months this can rise to as many as between '3,500 and 4,000 calls each day.'
An important part of Premier CX’s work with the RSPCA has been to help callers channel-shift and positively redirect. It’s absolutely critical that call wait times are kept to a minimum and time sensitive calls are dealt with quickly by the contact centre and positive redirection helps to achieve this. Click here to read more about how Premier CX helped the RSPCA achieve their contact centre targets.
Since the Animal Welfare Act came into force in 2007, the RSPCA’s team of 500 inspectors have helped over 3.5million animals. The passing of this law has empowered not-for-profit organisations like the RSPCA, giving them more scope to be able to tackle the issues at source.
