National Local Government Customer Service Network

Liverpool Council recently posted a question in relation to After Hours services and all the respondants indicated that they used the Well Done Group. Some responants indicated that they were going out to tender again for these services. Has anyone found, or is anyone using an alternative service to Well Done (not that I have an issue with them).

Questions › Category: Procedure › Liverpool Council recently posted a question in relation to After Hours services and all the respondants indicated that they used the Well Done Group. Some responants indicated that they were going out to tender again for these services. Has anyone found, or is anyone using an alternative service to Well Done (not that I have an issue with them).
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David Henderson Staff asked 6 years ago
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Michael Eyre Staff replied 6 years ago

We use, and have used for many years, Insight Call Centre Services located here in WA.

I have found them to be very attentive, provide good customer service and are very adaptable to change. We are one of their largest users of the service amongst LG’s and given the complexitiy of our operation and our requirements of them to manage our after hours service delivery, I find them very good over-all.

They are not perfect, and issues do arise from time-to-time, but these are few and far between. When issues are raised, they are very attentive to review the matter and put in place additional measures, provide additional training/coaching or provide feedback to me on how our call flows can be changed to manage the issues better for next time.

Their software used for managing call flows is becoming dated and I believe they are reviewing this. It would be nice to be able to review the call flows in real time (as I believe Well Done may provide?), who knows, this may be something they can incorporate in their review of software and design.

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Webmaster Staff answered 6 years ago

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