#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.

"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