New customer centre opens
Figures released soon after the opening of Christchurch City Council's new Customer Service Centre show a marked improvement in the level of service provided to phone-in customers.
In the first two weeks of operation, staff at the new centre answered 29,280 calls, with nearly 60 per cent of these answered within 20 seconds. As the new staff gain experience, and new systems mature, the centre hopes to raise this level to 80%.
"The new Customer Service Contact Centre at 92 Lichfield Street represents a significant milestone in the Council's drive to becoming more customer and community focused," said Council Chief Executive Dr Lesley McTurk as she cut the ribbon to officially open the centre last month.
Dr McTurk thanked staff for their hard work in launching the centre and their inspiration in working together. As a result of that collective effort, the Council now had a new high-tech rostering and queue management system and new staff trained to use it effectively as the "face" of Council, Dr McTurk said.
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