01 April 2018

Call centre or resolution centre?

Many of you have found that when you telephone the Council and ask for information the call is often put through to the best person able to answer your enquiry. That person is often unavailable and you leave a message hoping that someone will call you back. It happens to most of us, every time we make an enquiry of an organisation: sometimes we even have the privilege of waiting for what seems like forever for the phone to be answered. In Unley the phone was nearly always answered before the third ring as this was the measure used to measure success at this point of contact. In future success will be measured if your question is able to be answered by the first customer service officer that you speak to (phone or front counter). Staff are undertaking extensive training so they can answer the questions without having to forward the call. Hopefully, this will lead to better satisfaction for both the officer and the customer.

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