Local Govt | National News Video | Parliament Headlines | Politics Headlines | Search

 

Council’s call centre service improved

16 September 2005

New technology to improve Council’s call centre service

This weekend, Manukau City Council goes live with a new telephone system at its 24 hour call centre, which receives 1,300 calls per day.

Callers will be given a choice of three clear options – rates, Manukau Water or dog enquiries – representing the issues that attract the greatest number of calls every day, plus a fourth option for general enquiries.

Calls are then assigned to staff experienced in dealing with enquiries on that particular issue. Customers will get to speak to a person quicker and, most importantly, one with the necessary skills and knowledge to deal with the enquiry most efficiently.

The system has been adopted in response to a number of customers being frustrated over long waits before speaking to a member of staff. In some instances calls were being abandoned.

Wayne Goodley, Director of City Services, says: “Our call centre is the first port of call for all enquiries about the Council and its services. It is vital that, without being on hold for a long time, callers can speak to a person, with the necessary skills to deliver the service the customer needs. With this new technology, we now have the tools to do this more effectively.”

“This is a huge step forward for Council and one where customers will reap the benefits immediately, but with minimum disruption or inconvenience. Most of our callers will already be familiar with the technology, which has been used for many years, for example by banks, to improve their customer service.”

ENDS

© Scoop Media

 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines

Werewolf: What Does Winston Peters Want His Legacy To Be?

A lot of people in New Zealand seem to resent Winston Peters and the power that he appears to have. “Appears” being the operative word. In reality, Peters will have power only up to the point that he uses it.

By next week, he’ll have become just another junior player in an MMP governing arrangement, battling to hold onto the gains he was promised. More>>

 

Rising Toll: Road Safety Needs To Be A Higher Priority

Official advice released to the Green Party under the Official Information Act shows that the previous National Government dismissed an option to make road safety its most important transport priority after being told the road toll was rising. More>>

ALSO:

Wellington.Scoop: Arrests At Blockade Of "Weapons Expo"

“We encourage people in Wellington to get down to the Westpac Stadium now for a day of awesome peace action. There will be plenty of food, music and activities to keep us sustained through the day.” More>>

ALSO:

Rorschach Restructuring: PSA Taking Inland Revenue To Court Over Psychometrics

The Public Service Association will be seeing Inland Revenue in Employment Court over its intention to psychometrically test employees reapplying for their roles at the department as part of its controversial Business Transformation restructuring plan. More>>

ALSO:

Nuclear Disarmament: Nobel Peace Prize 2017 Awarded To ICAN

Congratulations from iCAN Aotearoa New Zealand to international iCAN, the other iCAN national campaigns and partner organisations, and the countless organisations and individuals who have worked so hard for a nuclear weapons-free world since 1945. More>>

ALSO:

Expenses: Waikato DHB CEO Resigns

An independent inquiry has identified that Dr Murray had spent more than the agreed $25K allocated for relocation costs, and other unauthorized expenses involving potential financial breaches of the chief executive’s obligations. More>>

ALSO:

Wellington.Scoop: Sad About The Trolley Buses?

The Regional Council’s MetLink is today spending money to tell us that it really loves Wellington’s trolley buses, even though they’re all being taken off our roads by the end of this month. More>>

ALSO:

Post-Election: Preliminary Coalition Talks Begin

New Zealand First will hold post-election preliminary discussions in Wellington with the National Party tomorrow morning and the Labour Party tomorrow afternoon. More>>

 
 
 
 
 

LATEST HEADLINES

  • PARLIAMENT
  • POLITICS
  • REGIONAL
 
 

Featured InfoPages

Opening the Election