Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
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.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
"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."
Posted by Veronica Silva Cusi, news correspondent
Source: http://www.countyecho.co.uk
About Pembrokeshire County Council:
Pembrokeshire County Council is the governing body for Pembrokeshire, one of the Principal Areas of Wales.
Published: Tuesday, July 2, 2019
| 4.) |  Contact Centre Behavioural Assessments SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world. - Reduces Agent Attrition - By selecting the right agent for the role - Increases Performance - By matching the character profile to the task - Reduces Time Off - A well matched profile to the role reduced work stress - Reduces Recruitment Costs - By early identification of the right candidates Putting the right person in the job role has become the key focus in the drive... (read more) PH: +44 1983 303011     |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
