Preston City Council is launching an automatic answering service which will see calls answered immediately.Advertisement
Inform 360 is an interactive voice response system meaning a computer will respond to callers through voice and keyboard inputs.
59% of all business rate enquiry calls are currently being handled this way, with the service expected to handle council tax queries by September.
The use of the 24 hour a day, seven day a week service is designed to increase customer service and efficiency, while saving on costs.
Cabinet member for resources, Councillor Martyn Rawlinson, said: “Our customers are demanding better and more effective 24/7 services that offer value for money and are more accessible – whichever way they choose to contact us.
“By using available technology, we can achieve a better experience for the customer, while at the same time reaching essential savings targets.”
The cost to the council is £27,000 and the service will be used in business rates, Council tax, benefits and invoice recovery.