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1. Introduction Individual notifications of Revaluation 2005 Band will be issued to all properties in Wales during September 2004 and it is anticipated that we will receive a high volume of enquiries as a result.
2. Helpdesks
2.1 A helpdesk has been set up in each location to deal with the enquiries.
2.2 The allocation of telephone exchange areas to both Groups has been agreed with each Group Management. It is inevitable that both Groups and locations within the Groups will be taking calls from outside their area which they will be expected to handle and resolve where possible.
2.3 Telephone calls made from mobile telephones enter the BT landline system at 62 points across the country.
Calls will be directed to the nearest helpdesk at entry point. Calls made from outside Wales, except those from telephone exchanges agreed in 2.2 above, will be evenly distributed around locations in Wales.
2.4 Helpdesks will be open from 8.30 am to 5 pm Monday to Friday. Outside of these hours a caller will be diverted to a fixed message explaining the hours of business and giving further advice.
There will be no facility for Council Tax payers to leave a message. There will be a further automatic message when all helpdesk lines are busy or the call has not been answered. Further information on the wording of these messages will be given as soon as it has been agreed.
2.5 A Hunt Group configuration has been identified which varies the entry of each call into the telephone group. This will spread the load more evenly between staff on helpdesk duties.
2.6 We will be able to monitor, via the Internet, “realtime” information about the calls being made to the 0845 number nationally but this may be limited to a single user. Detailed information about calls will be produced weekly on CD ROM and it is hoped to make these more widely available.
3. Protocols
3.1 Protocols for dealing with the enquiries have been discussed and agreed. A copy is attached to this circular.
Handling Enquiries following the issue of Notices
4. Procedure for dealing with enquiries
A process map detailing the procedure for dealing with and resolving enquiries is currently being produced and will be available shortly. This map will contain copies of protocols, FAQ’s and standard replies. A further circular will be issued shortly giving more details on the process maps.
5. Training
The training for dealing with the enquiries will be twofold.
- Customer Care and call handling To be delivered by external trainers. Dates and names have been agreed with both Groups.
- Resolving Queries This will cover Protocols, Process Maps and FAQs and will be delivered by . Dates and names have been agreed with both Groups.
12 August 2004
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