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Success of 2011 Census provides platform for bss and ONS at upcoming Call Centre Focus Conference


Chevaan Seresinhe,
Emmett & Smith,
+44 (0)20 7384 7110,


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bss, the 2011 Census contact centre provider, and Office for National Statistics (ONS) will host a seminar at the 2012 Call Centre Focus Conference on how to successfully manage a contact centre when undertaking such a significant project. The presentation entitled: '1m phone calls in 10 weeks' will take place on 3 October at the Customer Engagement Theatre, National Hall Olympia, London. The session will be hosted by Ian Cope, 2011 Census Director from ONS and Lissa Davenport, Head of Operations at bss.

bss, which employed over 900 people for the project, was part of the consortium that provided support for the operational systems needed for the 2011 Census. Delegates attending the session will have the opportunity to learn more about the extensive planning process, the key considerations for short-term projects and how to successfully work with multiple partners. Other topics covered during the session include: how to project plan when there is no room for error, successfully motivating staff on short-term projects, beyond monetary incentives and managing huge call volumes in a short period of time.

Dani Muir, Sales and Marketing Director at bss says:"The best practice principals from our seminar will be applicable to any organisation who wants to enhance their customer contact approach. Of course, no matter what project you implement, working collaboratively with your partners and having a transparent approach, coupled with excellent planning and project management skills, is paramount. It is our organisational philosophy and ethos that once again proved to be a successful formula in ensuring the success of our contact centre for the 2011 Census."

@bss_insight will be live Tweeting during the speech. We will be using the hashtag #bss2011census.

About bss
bss is the UK’s only not-for-profit provider of multi-channel outsourced contact centres, mobile, web, mailing and response handling capabilities. It was set up in 1975 when the BBC launched its ground-breaking adult literacy campaign 'On the Move'. In 1977 bss became a separate organisation with the remit to enable people to take action to improve the quality of their lives and society, through the provision and management of impartial information and advice. bss successfully operated and managed the helpline for the 2011 Census which received nearly one million phone calls in ten weeks. It also won the 2011 Outsourcing Contact Centre Provider of the Year at the National Outsourcing Association Awards (NOAAs). Clients include British Heart Foundation, Macmillan Cancer Support, BIG Lottery Fund, mind, and the Home Office.

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