Contact Centre Launch

Published on Friday, 1 March 2024 at 10:33:31 AM

Improving customer service is a priority for us at the Shire.

Next Tuesday 5th March we’ll be launching the Shire’s Customer Contact Centre – a new cloud based system designed to improve the customer journey experience.

Our number will stay the same, however when residents call in they’ll be able to select options from a menu – being transferred directly to Cleanaway for bins missed on collection days, or opting to pay their rates 24/7 – all designed to make the customer experience smoother. Missed bins and rates payments are two of our highest call topics at the Shire, so it was important for us to make this easier to navigate for our residents. The Customer Service team will still be on hand to answer any enquiries and assist in any way they can.

Importantly, the new system will provide us with visibility in terms of data and analytics, allowing us to continually evaluate the customer journey, and recognise ways to further improve the customer journey with us.

The Contact Centre is part of the Shire’s continual journey for organisational development, and we’re excited for this great improvement in customer service.

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