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

Gordon Campbell: On The Fate Of Julian Assange


Has swapping Scott Morrison for Anthony Albanese made any discernible difference to Australia’s relations with the US, China, the Pacific and New Zealand? Not so far. For example: Albanese has asked for more time to “consider” his response to New Zealand’s long running complaints about the so called “501” deportations back to this country. Really? He needs more time to figure out a response? OK, but the clock is ticking.
The Julian Assange situation is a lot more urgent. Assange’s deportation to the United States has now been okayed by the British courts and also - crucially – by its government. At any moment, Assange could be on a plane and headed for a US prison. He is facing the prospect of 175 years in jail...
More>>



 
 


Parliament: Grounds Fully Reopened

Parliament’s grounds have been fully reopened today at a ceremony and community event with mana whenua, members of the public, and representatives of Parliament... More>>


Chris Hipkins: Statement On Charlotte Bellis

On 31 January I released a statement regarding Charlotte Bellis and her MIQ application. I stated that emergency allocation criteria includes a requirement to travel to New Zealand within the next 14 days... More>>



Government: Prime Minister To Travel To Europe And Australia

Prime Minister Jacinda Ardern will leave this weekend to travel to Europe and Australia for a range of trade, tourism and foreign policy events... More>>

ALSO:



National: Goodfellow To Retire As Party President
Peter Goodfellow today announced he will not seek re-election as President of the National Party at its Annual Conference. Mr Goodfellow will remain as a director on the board for one final term to assist in the transition... More>>

Police: Parliament Occupation Investigators Seek Public Assistance
Police investigating criminal activity on the final day of the occupation at Parliament grounds earlier this year are appealing for the public’s help to identify 15 people... More>>

World Vision: New Zealand Urged To Meet Quota As New Report Finds Hunger, Violence, And Death Rates Increase For Refugees
World Vision is calling for New Zealand to work harder to meet its refugee quota in the wake of a new report which shows that life has deteriorated significantly in the past two years for refugees in 11 hard-hit countries... More>>


 
 
 
 
 
 

LATEST HEADLINES

  • PARLIAMENT
  • POLITICS
  • REGIONAL
 
 

InfoPages News Channels