The City Council’s Contact Centre has recently upgraded its telephone system to introduce new services for customers.
One of the new functions of the system is the option for customers to leave a message at busier times and request call back. The new service will be available to customers from 2nd January 2014. The message service will be offered on all lines between 8am and 5pm except Revenues and Benefits (as the resilience contract is in place on these lines) when there are two calls waiting for over 1 minute.
The message service is optional and customers can chose to hold instead. Oxford City Council will advise customers it will return the call within one hour and monitor this to ensure it is happening. Two attempts will be made to call customers back, leaving them a voicemail message to let them know OCC has called if they do not answer.
Let’s hope this helps people get the answers they need more quickly – please let David and Ruth know if you find this service helpful.