CCW TV PROGRAMMING
NOW PLAYING
Starting on the hour every hour today
Coming up this Week
#contactcenterworld, @wdcouncil
Dumbarton, Scotland, Jan, 2022 -- Extra call handlers have been recruited to help the council deal with high numbers of housing calls and complaints from residents unable to get through.
Five workers have been hired by West Dunbartonshire Council to help manage the workload at the contact centre.
It comes after councillors told last year how they were being contacted by members of the public who couldn’t get through to anyone.
Peter Barry, who is the authority’s chief officer for housing and employability, previously said that staff had faced pressures while working remotely with some tasks more difficult than they would be when in the office.
An update was provided to councillors as part of a report which went to a recent meeting.
It read: "We continue to apologise to tenants and councillors for the ongoing issues in relation to the housing repairs telephone contact centre.
....NOTE - content continues below this message
INVITATION
We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!>>>>> FIND OUT MORE: HERE
"We have previously outlined the challenges of managing complex calls linked to the high number of repairs which building services is working its way through following the pandemic.
"Citizen services have now completed a recruitment process for three additional fixed-term call handlers, plus the recruitment of two further permanent vacancies.
"We remain confident that the combination the three new posts being recruited, the filling of the two permanent posts, the partial return to an office environment, and the continued progress of building services to clear the open repairs will improve the performance of the housing repairs contact centre and the experience for our tenants."
Dumbarton councillor David McBride said he was pleased to hear additional staff had been hired.
He commented: "All of us would agree that the housing contact repair centre is still the one causing some concern for residents not being able to get through.
"That’s including some urgent cases that’s come my way where people have contacted me.
"I’m pleased to say the issues have been handled and tackled and resolved very quickly by the housing repairs senior managers and staff."
#contactcenterworld, @wdcouncil
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dailyrecord.co.uk
Published: Tuesday, January 11, 2022
3.) | voiptime Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more) |
CCW TV PROGRAMMING
NOW PLAYING
Starting on the hour every hour today
Coming up this Week
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall