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.

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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.