Cessnock City Council introduces a call back service for customers

Published on 15 April 2020

Cessnock City Council is committed to ensuring a positive customer engagement experience despite the challenges posed by the COVID-19 Pandemic. While customers can no longer visit Council’s Administration Building and speak to the friendly Customer Relations Staff in person, they can now better connect via phone.

Council has improved the service provided by the team in the Contact Centre by increasing the number of Customer Relations Officers operating phones and upgrading the phone system. Customers can now select a call back option when making a call to the Contact Centre.

Business Support and Customer Relations Manager, Roslyn Ashton said this is in response to the increase in calls and adapting the service.

“Our Contact Centre has been experiencing an increase in calls. As a result we have responded and listened to the needs of our customers who have indicated an interest in a call back service rather than being placed on hold.”

“Customers can now select the option to receive a phone call back, while keeping their place in the queue and may leave a message to provide details for the reason of their call.”

The introduction on the new service will mean customers spend less time on hold. It will lower the number of disconnected/abandoned calls and enable customers to get their enquiry dealt with sooner.

Residents are reminded they can connect with Council in a variety of ways including via phone, email or via the website.