Measurement of Avoidable Contact statistics was originally used by some councils as one of a series of measures of Contact Centre effectiveness; when it became obvious that this metric could easily lead both to substantial savings and to an improved customer experience, it was promoted to a key organisational indicator, reported from the Contact Centre. Identification and measurement of Avoidable Contact has now been widely recognised as such a key element in improving communications and services to customers in the public sector that it has been adopted as a National Indicator (NI 14) that must be reported periodically to central government. 

Achiever and Surrey County Council have worked together to extend the Achiever Call Logging Solution to track Avoidable Contact (NI 14);  Surrey has utilised information gathered from the call logging solution to understand how they can improve interactions with their customers including  promoting channel shift resulting in savings of nearly £1,000,000 per annum. This NI 14 avoidable Contact Logging & Reporting  has been packaged into a powerful, cost effective and easy to use application that is available to councils that want to fully exploit the opportunities opened up by properly understanding the extent of avoidable contact.