News : Citizens’ Advice Bureau Launches New Phoneline in Sumerset
Somerset, England, April 10, 2015 -- South Somerset Citizens’ Advice Bureau has joined up with other branches in across the county to deliver a new telephone advice service.
From April 13th, calls to this number will cost the same as a landline call.
South Somerset Citizens’ Advice Bureau has joined forces with other local branches to improve the delivery of telephone services through a system called Adviceline developed nationally by Citizens’ Advice and tried and tested in other areas.
When a resident from South Somerset dials the number, their local dialling code will be identified and, in the first instance, their call will be routed to South Somerset Citizens’ Advice Bureau. If there is no one available in South Somerset, the call will go to another bureau in Somerset.
Already, the client has a better chance of getting their call answered. If, however, all advisers in Somerset are occupied, the call will be diverted to a Citizens’ Advice contact centre where trained staff can deal with their query.
Georgina Burton, chief executive of South Somerset Citizens’ Advice Bureau said: "We know from MORI research, that many people want to be able to access our service by telephone. Adviceline will help more clients get the advice they need in the way that they want.
"All Adviceline staff are fully trained and if an issue is not complex, they can provide information to anyone, no matter where they are.
"If a client needs more detailed advice, Adviceline has an inbuilt ‘work queue’ process that means people can be quickly referred to their local bureau for follow up advice.
"Many other CAB services across the UK have already adopted this collective approach to meeting telephone demand with a great deal of success."
Any residents who are deaf or hard of hearing can also call to access a dedicated text relay service. Calls will cost the same as from landlines and the caller will be able to use their text phone.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Agents Are Still Important!
More Editorial From SOUTH Somerset Citizens Advice Bureau
About SOUTH Somerset Citizens Advice Bureau:
South Somerset CAB provides advice to people in the whole of South Somerset, including Yeovil, Chard, Crewkerne, Ilminster, Wincanton, Langport, Somerton, Castle Cary and Bruton.
Published: Monday, April 13, 2015