0300 100 1800 – one call does it all
Tuesday, May 19 2009
Scottish Borders Council has launched a new customer service telephone number, 0300 100 1800, to make it easier for customers to contact the Council.
The new number offers customers a range of options to choose from to ensure that their call is directed to the correct customer service advisor. This means that more customers will be able to access the services they need from the person who answers their call.
Customer service advisors have been trained to deal with enquiries covering a broad range of Council services. New technology allows them to complete service requests over the telephone, including taking payments.
The new telephone system also provides valuable information by accurately recording the number and types of calls received. This allows the right level of resources to be dedicated to answering customer calls.
All calls to the new number are charged at the local rate. For people who have difficulties speaking or hearing, the new telephone system can be used in conjunction with TYPETALK. This provides users with a text to voice and voice to text relay service.
Councillor Michael Cook, Executive Member for Corporate Improvement said: “The new telephone system is part of Scottish Borders Council’s modernisation programme to improve the service we provide to our customers. In time, we aim to answer more than 80 per cent of enquiries during the first call. We will also be expanding the range of enquiries that can be dealt with, as well as extending the hours the telephone service will be available.
“Introducing this single number, with trained customer service advisors who can answer common enquiries, will make dealing with the Council much easier.”
The new number is not designed to replace the existing Council switchboard. Customers should continue to contact specific employees by dialling their direct line number.
For more information or to make a request for a Council service, customers should call 0300 100 1800 – one call does it all.
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