Call to upgrade council’s phone system
An Aberdeenshire councillor has called for the speedy introduction of a scheduled new phone system to tackle the volume of unanswered queries to the local authority.
East Garioch Lib-Dem member Fergus Hood made the appeal after it was revealed that out of 24,324 calls made to Aberdeenshire Council’s contact centre in October last year, around 10,000 went unanswered.
While he accepted that the handling of 14,000 queries with an average waiting time of between four and six minutes was good, he stressed it was not good enough.
For the period April to October, 63,899 calls from 161,189 made went unanswered.
The details emerged at
“63,899 calls from 161,189 made went unanswered ”
a meeting of the council’s business services committee which agreed to the development of a scrutiny programme which will begin with a review of its customer services network.
During discussions, Mr Hood said: “In terms of the contact centre, they do an excellent job, however they could be better supported by the upgrade in the telephone system in relation to the number of unanswered calls.”
He said anything the council can do as part of the planned upgrade system to reduce the number of unanswered calls would be “very much welcomed by residents”.
He stressed that when the phone system is upgraded, more calls should be answered “either automatically or by some other means”.
Councillors agreed that the contact centre needed to be fit for purpose to provide the best possible service to clients.