Our Contact Centre Team won Oldham Council’s TOP award for frontline service 2017.
They handle over 500,000 calls each year. Using front-end messaging, intelligent call routing and blending, comfort messages and automated call-back options, we are able to keep customers informed and deal with calls as effectively as possible.
Due to the vast nature of the incoming enquiries, all staff are multi-skilled and regularly trained to deal with several queries at once.
Our Contact Centre answers around 37,000 calls per month dealing with enquiries from council tax and housing benefits to environmental services. They receive over 2000 emails per month, all of which are answered and processed fast and efficiently, resulting in a response rate of 99% year to date replied to within one working day against a 95% target.
Our customer service tools allow customers to comment on and rate the service they receive when they call us by passing them onto an automated survey line which allows you to monitor and report on responses to ensure KPIs are adhered to while helping us to continually improve our offering.
one of the factors that makes the team so resilient is the way that they work together and support one another”… read more about us on twitter