Breckland Council is switching to one main customer contact number – 01362 656 870 – with new, simple touch-tone options to make it quicker and more convenient for customers to contact us.
The changes are being introduced from today (12 December 2016), so from this date we will only be promoting ‘one number for Breckland’.
By investing in touch-tone technology, the Council aims to not only improve its customer service, but also to work more efficiently by making better use of officer time and council resources.
For the time-being, all other existing customer contact numbers (Eg: Housing or Council Tax) will continue to work, but will be phased out by 1 April 2017.
Alison Webb, Executive Member for People and Information at Breckland Council, said:
“When customers make contact with us, we want to make sure we’re doing everything we can to make their experience a positive one. Switching to one, easy-to-remember number with touch-tone dialling is a big step towards us achieving this aim.
“By pressing three buttons or less, customer can get to the right person, information or service first-time and as quickly as possible. They will also be able to make simple, automated payments for things like Council Tax, or beat the queue at peak times by requesting a call-back.”
Encouraging the use of automated payments for simple transactions, like Council Tax payments, means the Customer Contact Team will have more time to deal with complex enquiries, and supporting vulnerable residents who need extra help.
By giving customers the choice to break out of the queues and leave a message (requesting a call-back) will also save them time, as well as reducing queue volumes and helping the Council to improve its performance.