Have Your Say: Help Shape Our New Telephone Service

We're building a brand new telephone service using Amazon Connect, and we want customers at the heart of its design. Before we launch, we're inviting customers to help us create a service that is:

✅ Easy to use
✅ Secure and safe
✅ Accessible for everyone
✅ Faster to get the support you need

Your feedback will directly influence how our new telephone system works.

Why We're Making Changes

We're introducing a new telephony platform to improve the way customers contact our Customer Experience Centre.

The new service will help customers:

• Connect to the right service more quickly
• Reduce time spent answering security questions
• Provide more convenient ways to verify identity
• Access self-service options where appropriate
• Enjoy a smoother and more personalised experience

But before we finalise the design, we want to hear from the people who use our services every day.

We Need Your Help With Two Important Areas

🔒 Identification & Verification

When you call us, we need to confirm we are speaking to the right person.

We're exploring new ways to make this process:

• Simple
• Secure
• Convenient
• Customer-friendly

We want to understand:

• What makes identity checks easy to complete?
• What information are you comfortable providing?
• How can we make the process feel safe and trustworthy?
• What would improve your experience?

🤖 Understanding Why You're Calling

Our new telephone system will include intelligent conversational technology that helps understand the reason for your call.

This could:

• Direct you to the right team faster
• Reduce transfers between departments
• Offer self-service options when appropriate
• Improve first-contact resolution

We'd like to know:

• How would you naturally describe the reason for your call?
• What words or phrases would you use?
• How would you expect the system to respond?
• What would make the experience easy and intuitive?

Your Feedback Makes a Difference

This is not a tick-box exercise.

Customer feedback will be used to refine and improve our new telephone service before it goes live.

By taking part, you'll help us:

• Design a customer-centred service
• Improve accessibility and usability
• Create smoother customer journeys
• Ensure security remains a priority
• Improve the accuracy of call routing

Every suggestion helps shape the final experience.

How You Can Get Involved

We're running customer co-design and testing sessions where you'll have the opportunity to:

• Share your experiences
• Review proposed customer journeys
• Test new ideas
• Provide honest feedback
• Influence future service improvements

Your insight will help us create a service that works better for everyone.

Focus groups details

⏰ 11am-1pm

📅 Monday 3rd August 2026

📍Citizen, Lakeside, 4040 Solihull Pkwy, Birmingham B37 7YN

🚗Parking available onsite

💰Incentives. travel expenses and lunch will be provided

If you would like to get involved in helping shape our new services, please register bellow.