‘We’ll put more staff on phones’

Kentish Express Ashford & District - - Hang On A Minute . . . Or 10! -

Ash­ford Bor­ough Coun­cil said: “This was al­ways go­ing to be a busy time with the re­cy­cling bin roll out and other projects hap­pen­ing. We have in­creased the num­ber of staff on phones and will be putting even more staff on the phones this week.

“To give you an idea of the in­crease in calls from last year, on Tues­day, June 11 there were was 1,320 calls made to the coun­cil com­pared with only 541 on the com­pa­ra­ble day in 2012.

“The aver­age num­ber of re­quests for a call back is ap­prox­i­mately 400 per week, al­though dur­ing the last eight weeks, in re­sponse to changes to the new re­cy­cling ser­vice and wel­fare re­form, this has in­creased to an aver­age of around 900 per week. Ap­prox­i­mately 95% of call­ers re­ceive a call back within 24 hours, how­ever due to the high de­mand over the last three or four weeks, there have been days when this has slipped to the fol­low­ing day.

Some call backs are un­suc­cess­ful due to with­held num­bers, or where num­bers are pro­vided, but the caller isn’t avail­able to an­swer the call.

“We do apol­o­gise for the delays and will do our very best to get back to cus­tomers within 24 hours if peo­ple leave a mes­sage. We are mak­ing sure that ev­ery­one who has re­quested a call back re­ceives one. Re­gret­tably some­times when we call peo­ple back the num­ber is un­ob­tain­able so we do ask peo­ple dou­ble check the num­ber they give us to make sure it’s cor­rect.

“We en­cour­age any­one who can use the in­ter­net or email to do so, or use the self-ser­vice phone fa­cil­ity, leav­ing our in­creased num­ber of phone lines free for those who need to speak to an ad­vi­sor or who are un­able to use the in­ter­net.”

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.