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News : Phone Calls about Refuse Collection Complaints ‘Being Cut Short’

#contactcenterworld

Pembrokeshire County, Wales, July, 2019 -- A Fishguard county councillor has claimed that Pembrokeshire County Council contact centre staff are cutting short calls from residents trying to complain about refuse collection.

Councellor Myles Pepper said he was aware of three people in his ward whose calls to County Hall regarding refuse collection changes had apparently been cut short.

"They were told that, as their local councillors had voted for the changes, they’d be better off speaking to them," he added.

"I take exception to that because not all members were in agreement with, for example, thrice-weekly refuse collections – I know I myself wasn’t.


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"I also know that people ringing County Hall on their mobiles have been left hanging on the line for an unacceptably long period of time - such calls must cost a fortune."

Councellor Pepper is now suggesting the local authority review the way calls to their contact centre are handled as well as the length of times callers are having to wait.

A spokesman for Pembrokeshire County Council said they were surprise by Councellor Pepper’s comments.

"As an example, today (Tuesday, 25 June) we have 19 members of call-taking staff in work and our average queue time is one minute 54 seconds," he added.

"If customers do have difficulty getting through it is worth remembering that many council services and payment facilities can be accessed via the council’s website at www.pembrokeshire.gov.uk/myaccount.

"Even better why not try using Penfro, the Authority’s new chatbot which can be accessed from the council’s website or Facebook page.

"Penfro operates 24x7 using artificial intelligence technology and is supported by the council’s contact centre.

"Payments can also be made by direct debit and the council’s automated telephone payment line on 01437 775164."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.countyecho.co.uk


About Pembrokeshire County Council:
Company LogoPembrokeshire County Council is the governing body for Pembrokeshire, one of the Principal Areas of Wales.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Tuesday, July 2, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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