Council to introduce phone back option due to increase in calls
PUBLISHED: 10:00 21 October 2018
North Somerset Council will begin trialling a new phone service next month which allows the public to leave a message asking staff to call them back rather than waiting on hold.
The authority’s phone platform, Council Connect, has a line limiter which allows 10 calls to be put through at any one time.
Once the line limiter reaches its maximum, it advises the customer that all lines are busy. This new call back option would give the public the option to either wait until an operator is free or leave a message asking for someone to call them back.
The trial is due to go live on November 3.
A report on the decision said: “After much consideration we feel that we should trial it and measure the positive and negative impacts to determine whether this is an appropriate long term solution.”
The number of calls the council’s team have received this year has risen sharply due to problems with its waste collection service.