Three Rivers District Council (TRDC) has approved a strategy to improve its customer service line.
This follows the news that residents waited an average of eight minutes when trying to get through on the phone line in September and October.
Green councillor Chris Mitchell said: “Three Rivers is getting a poor reputation for communications from what people tell me. I’ve had a steady string of complaints, including one from a resident left hanging on the line for more than 40 minutes.”
TRDC has agreed to continue high-profile advertising on how to use online access, add advice to an automated recorded phone message about the less busy times to call, and maintain existing extra staff levels at anticipated busy times.
In addition, all councillors will receive a monthly statistics report on telephone responses and will use their personal contacts, newsletters and other media to urge residents to make online calls on simple issues like missed bin collections.
This will free up phone lines for those without internet access or with complex enquiries.
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