If your library has an inbound call center, or you’re thinking of starting one, efficiency is a major factor you need to consider.
In our experience, it’s virtually impossible for libraries to operate an in-house call center efficiently because of the relatively small number of calls any one library jurisdiction receives. The inefficiency of flying solo often results in a lot of waste in terms of staff time, management, IT resources, square footage, and more.
As the chart below illustrates, your call center representatives will be idle more than half of the time unless you receive 500+ calls per day.*
It’s tempting to make trade-offs to use all that idle time (give your reps other work to do between calls) or minimize it (reduce staffing levels and settle for longer wait times).
The Unique Library Contact Center provides a better option. Because the incoming phone traffic of many libraries is concentrated at Unique, we are able to operate at optimal efficiency, so that the call center function is less costly for participating libraries.
Libraries are better together. The Unique Library Contact Center applies that principle to virtual communication and service.
Best of all, the efficiency of partnering with Unique entails no loss of quality. In fact, our goal is to bring quantitative and qualitative improvements to the library’s virtual interactions through careful management, quality control, and total transparency.
Explore All Services
Solutions designed to improve patron communication, strengthen collection access, reduce staff workload, and support library growth.
Fine-Free Gentle Nudge
Recover long-overdue materials while preserving patron goodwill. Restore access, return items to circulation, and support the goals of a fine-free library.
Explore Recovery
MessageBee
Connect with patrons through email, SMS, and voice messaging from one library-focused platform. Improve outreach through the channels patrons use every day.
Patron Services
Expand patron support with live phone and chat assistance. Reduce frontline workload while providing timely answers and a better patron experience.
New Mover Service
Reach new residents soon after they move into your community. Targeted postcards build awareness, drive registrations, and help grow library membership.
Learn More
Material Recovery
Bring valuable materials back into circulation through proven library outreach. Improve collection availability while maintaining positive patron relationships.
Learn More
Verified Borrower Registration
Simplify online card registration through automated identity verification. Reduce staff work, improve data quality, and give eligible residents faster access.
Learn More
Automated Borrower Renewal
Renew eligible borrower accounts while validating patron information behind the scenes. Reduce repetitive tasks and maintain uninterrupted patron access.
Learn More
Explore All Services
Explore solutions that improve communication, increase efficiency, strengthen patron relationships, and support library growth.
View Every Solution