Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

Call Centre Update News  

Oxford City Council 'won't answer' calls

Posted on Mar 14 2011
Call Centre Update News >>

 Some 82.4 per cent of calls were answered without the caller hanging up and rining back in December compared to 92.9 per cent during the same month in 2009.

A rise in queries when bin collections changed in October has been blamed. Residents were given one blue bin to put all recycling in instead of separate boxes.
The two call centres which handle daytime queries get 11,000 calls a month, and deal with other queries such as environmental health issues including rats and noisy parties.
The council’s finance and performance panel said the daytime service was “significantly off-target”.
Its report added: “It is of significant note that our performance at this time last year was considerably better and during the year investment has been made.”
The council’s target is 90 per cent.
Labour councillor Van Coulter, who sits on the panel, said unanswered calls would damage the council’s reputation.
He said: “It is important we get as many people through first time and resolve queries first time.”
He added: “There is an ambitious plan to radically improve this service.”
Council spokesman Louisa Dean said the figures covered two call centres.
She added: “In October we experienced a 70 per cent increase in calls at one of our centres due to the blue bins being introduced.
“This meant that we answered nearly 4,000 extra calls on top of the average 11,000 calls we receive a month.
“We are disappointed that we have not reached our targets as customers getting through to the council first time is a key target for us.
“The council is bringing these two contact centres together in the summer and this will help to improve the response time to customers calls.”
The council hit the headlines last year when it was revealed it had moved its out-of-ours call telephone service to a centre in Cheshire.
This saw a Barton call centre closed with five jobs lost.
During a weekend of heavy snowfall in early December, the council admitted the Cheshire hotline had lost calls due to the high volume of residents trying to get through.
<< Archive
call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.


Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive






Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us