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(London.CityRegiions.com, December 07, 2012 ) Glasgow, UK -- One in five callers to Fife Council never get through, according to the council’s annual customer report.
The report indicated 22% of calls to the local authority’s contact center went unanswered. That is an increase from 16% the prior year, a percentage council members had already decried.
Having heard the news, the council called for immediate changes at its last meeting on Thursday. Staff said a review was in progress and that call handling had improved in recent months.
Acknowledging that the review was underway, Councillor Neil Crooks (Labour, Kirkcaldy North) nevertheless said: “I think it’s a problem for everyone. I certainly get complaints from people trying to contact the Council.
“There does not appear to have been much progress on this issue over the years.” The total number of calls to the Council last year decreased by 8%. The volume of calls handled by the contact center, however, increased as a result of the transfer of social work calls to the center.
In his report to council members, Executive Director for Corporate Services Michael Enston said, “Call handling rates in the contact center will be an area for improvement this year to ensure that we better match staffing levels to demand, and work to ensure that unnecessary calls are minimized.”
Enston added that there had already been an overall improvement in call answering rates. Still, those who were frustrated by being unable to reach a live person through the call center are outspoken.
“It’s the same ‘sorry all our advisors are busy at the moment, please call back later’ and then they hang up on you,” said Fiona Cameron. “Whatever happened to the good old fashioned queuing system?”
Tracy English said, “I have never managed to get through to a real person, and I am starting to believe that the phones are not actually manned. I don’t bother trying any more.”
Christina Kelley said she was on hold for 20 minutes before briefly reaching someone, only to be placed on hold again for an additional 15 minutes. She said she finally gave up.
Claire Meldrum said after trying to get through five times, she sent an email asking them to phone her.
About Blu Sq: Blu Sq (http://www.blu-sq.com/) is a Glasgow-based telephone answering service founded as part of Blue Square Offices in 1999, also known as blu-sq and Blu-sq. It provides professional, reliable service in an attempt to improve clients’ business images while reducing their costs. To learn more about Blu-sq.com Call Answering, Blu-sq.com Telephone Answering. Blu-sq.com Phone Answering, Blu-sq.com Call answering service, Blu-sq.com Telephone answering service and Blu-sq.com Phone answering service, visit Blue-sq.com.
Blu Sq
Customer Service
4157669098
news@postpressrelease.com
Source: EmailWire.Com
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