Our contact centre handles over 500,000 calls a year on behalf of Oldham Council, providing citizens with easy access to a wide range of services over the phone.
Thanks to our multi-skilled Contact Centre Advisors, we increase the proportion of customer queries being dealt with at the first point of contact when people contact us. Due to the number of services handled, the contact centre service is the main point of contact for council telephone enquiries.
We use front end messaging, intelligent call routing and blending, comfort messages and automated call-back options to keep customers informed about changes to services and new initiatives to assist us to deal with calls as effectively as possible.
The nature of enquiries handled by the team is vast and ranges from sign-posting and general enquiries on the switchboard to street and property based issues and a whole host of other enquiries through to very complex housing benefit claims. Key to the development of the service is the multi-skilling of the staff which enables residents to deal with more than one enquiry in one call.
We use innovative customer service tools that allow our customers to comment on and rate the service they receive when they call us by passing them onto an automated survey line which we can monitor on a daily basis.
The contact centre service is an effective and popular means of customer and council contact with highly skilled staff dealing with a wider range of issues and supporting the Oldham community.
Access Oldham is our customer service centre located in the Civic Centre, Oldham. At Access Oldham we provide face-to-face services for Oldham Council customers who need help. Information is available on a wide range of Council services and officers are on hand to provide more in-depth advice on queries for Revenues, Benefits, Free School Meals and Local Welfare Provision.
There are various facilities within Access Oldham which include free phones, public access PCs, and private interview rooms with wheelchair access and loop system.
Focusing on continual improvement, a “Do It Online” area is available for public use, where customers are encouraged to use our Pcs to self-serve in order for enquiries to be dealt with quicker, more efficiently and more cost effectively. We encourage customers to register for online services such as “MyAccount” and provide them with support in accessing digitally claimed state benefits, particularly Universal Credit.
We strive to provide the highest level of customer satisfaction and always do our best to ensure that customers are seen in a timely and respectful manner. Our facility receives around 10,000 customers a month, and each one of our employees works to make sure that all customer queries are dealt with at the first point of contact.