Currently, our office handles the phone calls for missed recyclable/organics/garbage pick-up, general inquiries regarding our advanced waste management system as well as administrative calls for our operations. We have a full-time employee who is the first to answer the phone. Any calls after that, other office staff will pick-up as they can get to it. Management is pushing for an automated system which I have concerns about. I fully support having an automated system because it would allow my employee to concentrate on other duties and she wouldn't be distracted by the phone. However, I worry about the customer service implications. Are there any studies or has anyone had any experience shifting to a fully automated phone tree and the results on customer service. Recently, a nearby rural Municipality went back to having someone answer the phone because of the high rate of complaints received by elderly residents not being able to operate the automated system.
Thanks in advance for any feedback.
Elizabeth Graham (nee Kenrick)
Communications Supervisor
Ottawa Valley Waste Recovery Centre
900 Woito Station Road
Pembroke, ON K8A 6W5
PH:613-735-7537
FX:613-735-1837
www.ovwrc.com
Elizabeth:
I don't have the quick answer you are looking for but a reference to some solid statistical findings. The Institute for Citizen-Centred Service (ICCS) has completed the fourth in a series of surveys of Canadians titled 'Citizens First 4'. It was released on Nov. 29, 2005. The work provides, "insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial/ territorial, and federal levels." An excerpt from the website alludes to the fact that channels of communication should be tailored to the expected nature of interaction http://www.iccs-isac.org/eng/citizensfirst4release.htm. More directly related to client satisfaction are the drivers of satisfactory service experiences, "Core drivers of satisfaction remain important: new ideas on how to improve performance of the Internet and telephone channels are found . The five core drivers of satisfaction identified in 1998 are validated once again; timely service, knowledgeable staff who go the extra mile to help clients, fair treatment, and a successful outcome. A deeper look at how to improve performance of the Internet and telephone channels reveals interesting variations of the drivers and how the channels are used for different types of services." The news release reads, "Citizens still perceive that access is one of the biggest barriers to getting government services." I think it is likely this report has the answer that you need.
Vicki Asu
Project Officer
Community Programs
Environment Canada
204-983-0020
[email protected]