RSPCA Case Study

RSPCA

National control centre

What do we do?

Capita worked with the RSPCA to consolidate 11 regional contact centres into one UK National Control Centre.  Capita now manages all existing activity delivering high levels of service to RSPCA stakeholders and customers.  The nature of the RSPCA's service means the centre needs to be open 24 hours a day, 365 days a year.  This is managed by Capita's flexible working environment.

What services do we provide?

The single centre controls all aspects of the RSPCA service including:

Customer management

  • Handling incoming customer service calls including the reporting of animal suffering and questions about animal welfare
  • Field management of Inspectors
  • Communicating inbound call information to Animal Welfare Officers and Animal Collection Officers
  • Knowledge Management:  Ventura created a Knowledge Team designed to control and update information for the advisors and field staff to access when receiving an enquiry
  • Data entry to the RSPCA case management system with investigation details

What are the benefits?

Since inception in 2003, the RSPCA National Control Centre has delivered a number of benefits: 

  • Open 24 hours a day, 7 days a week, 52 weeks a year
  • Handles more than 1,000,000 incoming calls a year
  • Increase in customer satisfaction to 91.67%
  • 10% increase in calls answered
  • Improved productivity of number of visits by inspectors per day

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