Simon Taylor, Contact Centre Manager, Nottingham City Council

"The new technology provides us with greater flexibility, enabling us to be more responsive to customer needs. We're also now able to change IVR scripts in house, and benefit from high quality call recording and quality management, as well as excellent management information at Team and Advisor levels.  The support we've received from Macfarlane has been absolutely brilliant. They have supported us with expert training on new systems as and when we needed it. It's been a very positive relationship."

Ian Parker, Head of Customer Service at South Ribble Borough Council

"The Macfarlane implementation was a breeze compared with many other technology implementations we've been involved with. Planning was well controlled, our IT personnel were given proper lead-in times and the telephony training was well structured and well delivered. We went live without incident."

Carol Lawrence, Project Manager, Glasgow Housing Association

"Macfarlane was recommended by a number of our technology partners and we’ve been impressed in our dealings with the company to date."

Ian Barrett Business Manager, Customer Services, Oxford City Council

"We are very pleased with the features and performance of the Macfarlane system and the introduction of CallPlus into our new customer centre has certainly helped us improve the service we provide to local citizens."

Debbie Hurwood, Head of Customer Services, Stockton-on-Tees Borough Council

"We were up against some very tight deadlines to achieve the opening of the contact centre.  Over a short space of time we developed an excellent working relationship with Macfarlane, which has been of great benefit to our Access to Services Programme.  System implementation and training was completed within an eight week period.  They really pulled out all the stops to help us achieve a successful launch and I was most impressed with the professionalism of the Macfarlane team and the support they gave us."

Mike Goodwin, Director of Corporate Services at N E Derbyshire Council said:

"We've been extremely happy with the performance of the Macfarlane system and the flexibility it gives us. In terms of handling calls and providing the right management information, when we need it, it has been excellent."

Leonie Rathbone, Customer Service Centre Manager, Colchester Borough Council

"The Macfarlane telephony system is very much a part of our plans for moving forward. We've been very impressed with the flexibility it provides, and allows us to create management and agent screens that fit in with the way that we work. Its an extremely well thought-through system that's simple to learn."

Samantha Musselle, Contact Centre Manager, Sefton Metropolitan Borough Council

"We've been very pleased with the feedback we've received so far from members of the public. Being able to pool our knowledge and skills into a dedicated Contact Centre team has certainly enabled us to handle queries quicker and more effectively."

Jane Dodsworth, Asst Director of IT & Customer Service, Chichester District Council 

“Macfarlane’s approach has been very professional and they have taken it upon themselves to project manage the Lagan ECM and Philips switch integrations - making the whole integration process seamless and painless for us.”