New contact centre connects citizens
Manningham Council in the greater Melbourne area recently launched a new customer service contact centre as part of its commitment to become a higher performing and more contemporary organisation.
This new customer service contact centre forms part of Council’s wider Citizen Connect program and is the first in a series of projects being developed to make it easier to communicate and do business with Council.
Manningham Council Chief Executive Officer Warwick Winn said the new contact centre would help Manningham to become a more contemporary, connected and customer-focused organisation.
“Manningham is putting our citizens at the centre of everything we do,” Mr Winn said.
“Our research showed that residents most valued consistent service and having their enquiry resolved in a timely manner.
“Our new contact centre is capable of responding and resolving a wide range of service enquiries at the first point of contact, thereby providing a more valued, consistent and enhanced customer service experience,” he said.
As part of changing the way it does business, Manningham is undertaking a series of transformation projects which includes a Customer Relationship Management (CRM) system, additional online payments, online planning applications – viewing and lodgement, and an information management transformation.
Manningham Council is using technology and process improvement as a catalyst to support this change in its effort to become a higher performing organisation – delivering services that meet the community’s needs, expectations and preferences.
“We are focussed on providing real time interaction and more choices around how customers can connect with us to meet customer needs now and into the future.” Mr Winn said.