If you call the Council we want to hear your feedback on changes being introduced to help make contacting us by phone quicker and easier.
Most people contacting the Council for information or to request a service now do this online and this increased further during the COVID-19 lockdown.
Some customers still need to call the Council and to make this simpler, the contact centre is trialing changes to the options callers are presented with.
The changes include:
- Clearer language to describe the choices available to customers
- Fewer choices to have to go through
- Help to understand how long the queue is
- The option to always speak to an advisor if you need to
We want to hear feedback on these changes and are asking callers to give their views over the next few weeks.
Council Leader Nick Kelly said: “One of my administration’s commitments is to ensure that customers have the choice to speak to the Council if they are unable to use our online services. These changes will help deliver on that commitment and we now want to hear feedback from those using our contact centre on how easy they found it.”
Councillor Mark Deacon, Cabinet Member with responsibility for Customer Services, said: “These improvements are about making sure we serve customers in ways designed around their needs. We will be keen to hear what customers think of the changes so that we can continue to improve our service.”
If you’ve called the Council over the last week please take a few seconds to give your feedback.