The Global Association for Contact Center Best Practices & Networking

August 12, 2011 -- The Hills Shire Council is becoming more accesible with a new contact centre to improve customer service and a range of easy new ways for residents to give feedback.

Council is embracing a new range of technologies to help residents get in touch with their Council at any time - so you can have your say, wherever and whenever you need to.

Residents are able to contact Council any time via the online e-request system. This enables customers to jump on line and communicate with council about issues from reporting potholes and graffiti, to checking out available community facilities or entering submissions.

Council has recently introduced a range of processes which enables the problems that residents report to council to be transmitted electronically as a work order to the service vehicle. This initiative is expected to dramatically improve the response time for repairs.

"We want to improve the perception of council for our residents and provide a strong and reliable service within realistic time frames," Customer Service Manager Mark Stanton said.

"We want to solve the customers request 80 per cent of the time in the first point of contact without the call needing to be transferred to another part of Council."

As well as the opening of the contact centre, council is now offering a more complete range of channels to access councils services. These include the e-request system and local one stop shops.

The Hills Shire Council can also receive notifications problems such as damage to council infrastructure, via applications such as Snap, Send, Solve. This application is one of a range of apps allows the customer to take a quick snap of a pothole, graffiti or problem area, send it to council, then leave it for council to solve.

Posted by Veronica Silva Cusi, news correspondent
Source: http://hills-shire-times.whereilive.com.au

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