A new call centre will prevent frustrating waits to contact the right department or person at Campaspe Shire. The Customer Contact Centre is just one of a range of initiatives being implemented by this central Victorian Council to improve contact with local residents. The initiative involves a new computer tracking system to improve links between Council officers and departments.
Experts who are trained to answer most residents’ enquiries on a range of topics will staff the centre. All queries made via phone, fax or email will be recorded in a central data bank where they will be monitored and analysed to enable quick data retrieval for future enquiries. The central data bank will enable Council officers to search information by customer, subject, individual property or geographic area. The system will be fully operational by the end of 2003, providing a single telephone number for the cost of a local call.
Whether a resident is calling about a dog license, building permit, payment of rates or to make an appointment, there will be no need to track down the right person in the right department.
If staff at the Customer Contact Centre are unable to answer a question the computer tracking technology enables speedy call transfers. The new technology will measure telephone response times, call waiting times and operator efficiency. Any request not answered in a specified time limit will be automatically relayed to a more senior staff member.
But the Shire is not forgetting its commitment to face to face meetings with residents. Changes have been made at the Echuca head office and at customer service centres in Kyabram, Rochester, Rushworth and Tongala for easier access to Council staff.
For further information contact General Manager, Corporate Services, Phil Higgins, telephone (03) 5481 2200.
