Contact-Centre System Update at Great Yarmouth
PR 291
For Immediate Release
28 November 2006
Great Yarmouth Borough Council is to implement the latest phase of its contact-centre update with the installation of a new system on Monday December 4.
The system incorporates Call-director which tells callers where they are in the queue and how long their potential wait is.
“Call-director gives callers the choice of whether to hang on or try later,” explained Head of Customer Services Clare Metcalf.
“It works by estimating the length enquires are taking to that particular service and then multiplying them by the number of people ahead in the queue.
“The system is being installed over the weekend, so that it can go live on Monday.
“We would ask callers to please be patient on the first day or two as our staff implement the new system or even, if possible, put off calling until later in the week.”
It is no secret that the volume of calls has not allowed the team to deliver the quality of service that Clare and her team would want to give the Council’s customers.
There have been several set backs over the last year. These include a switchboard system which physically could not cope with the volume of calls, and introducing a contact-centre scheme which needed more trained staff than at first appreciated.
At the same time the revenues and benefits department, which receives around 70 per cent of the calls to the Council, was installing a new computer system which meant staff were not available to answer enquires.
Over the months the problems have been tackled and the contact-centre has trebled the number of callers it deals with.
For further information contact Head of Customer Services Clare Metcalf on 01493 846251.
cmetcalf@great-yarmouth.gov.uk
Issued by:
Liz Dann
Press Officer
Great Yarmouth Borough Council
01493 846513