The Single Justice Procedure was introduced in 2015 and allows defendants accused of non-imprisonable, victimless offences to be tried and sentenced on the papers by a single magistrate without a hearing. This 90% reduction in call waiting times follows the introduction of Court and Tribunals Service Centres, which bring trained expertise together under one roof and use technology to solve queries more quickly. Court staff on the ground, who would previously answer calls, now have more time to better support both the public and legal professionals during hearings.
CW Squared delivered the Contact Centre as a Service (CCaaS) capability which enabled the smooth transition to customer focused service centres which have now taken over 3 million calls. People with cases managed under the Single Justice Procedure could previously wait up to five minutes for the phone to be answered, but are now getting the right support faster, ensuring swifter and more efficient access to justice, whilst court staff have been freed up to help public and legal professionals. Contact us to discuss how you can benefit from a modern cloud-based contact centre whilst retaining your investment in your telephone system.