We will deliver continuing efficiencies to achieve improved Value for Money
TELEPHONE ACCESS RESIDENTS CAN NOW CONTACT THE CORRECT MEMBERS OF STAFF FASTER
Over the past year, CCHA received roughly 28,400 calls to our reception. To put this into perspective, this converted into roughly 595 hours of time on the phone. This highlighted that a change in how we handle incoming phone calls was needed.
The primary change we have made to our telephone system is how the calls are directed. For instance, when someone calls our switchboard, they are met with an automated message that can direct them to the specific department they wish to speak with.
By changing our telephone system, our residents are now able get hold of the right person as quickly as possible. Since the change, calls coming in to reception have dropped and residents are now having their queries resolved a lot quicker.
Debbie Robertson, Customer Services Advisor says:
‘Reducing the time that I spend on the phone throughout the day really helps me to complete my other tasks such as greeting residents when they come to our office or sending post for staff. I have really noticed an improvement with the new telephone system.
Overall, our telephone system has become a lot more efficient since we implemented the changes. However, it’s not uncommon for us to get a high volume of calls which we simply don’t have the staff for, meaning that you may end up in a queue to speak with someone.
Therefore, if you think that we may be able to assist you via email, please consider sending a message to firstname.lastname@example.org as this can save you a lot of time waiting in a queue to speak to a member of our staff.