Preston City Council launch automatic response to enquiry calls

Posted on - 28th August, 2015 - 7:00am | Author - | Posted in - Preston Council, Preston News

Keyboard inputs will respond to calls

Preston City Council is launching an automatic answering service which will see calls answered immediately.


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:┬áÔÇťOur customers are demanding better and more effective 24/7 services that offer value for money and are more accessible ÔÇô whichever way they choose to contact us.

ÔÇťBy using available technology, we can achieve a better experience for the customer, while at the same time reaching essential savings targets.ÔÇŁ

The cost to the council is £27,000 and the service will be used in business rates, Council tax, benefits and invoice recovery.



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