Brisbane residents or visitors with queries about the ourbrisbane.com portal will be able to receive a response around the clock, seven days a week.From mid 2001, Council’s award-winning call centre will provide a full customer contact service for the new Brisbane portal, integrating all contact channels including telephone calls and emails.
The new contact centre will have the capacity to answer queries across the broad range of information provided through the portal, at times that suit the customer. The call centre currently handles around 1.6 million calls a year covering 4000 topics. Council’s existing call centre sets a service standard requiring that 90% of calls are answered in twenty seconds.
“The call centre offers person-to-person contact which provides consistent information and the capacity to deal with the problem, answer the question or provide advice to customers in nine out of ten cases,” said Customer and Local Services Chair Cr Kerry Rea.“For the one in ten enquiries that cannot be resolved by the call centre, we refer the customer to specialists in Council who are able to deal with and resolve the problem.”
Cr Rea said the call centre’s single point of contact – telephone number 3403 8888 – had replaced the need for customers to call 670 Council department phone numbers listed in the old telephone directory.
