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Better answers, faster
27 June 2007
Better answers, faster
Need answers about the Kapiti Coast or information on Council’s services, then the Kapiti Coast District council’s call centre [Tel. (04) 296 4700] is the place to call.
The call centre, already one of the most commonly used information sources for Kapiti Coast residents, will go on-line next week with a database system that allows call centre operators to provide better and faster answers to customers’ enquiries.
Mayor Alan Milne said, “This is part of Council’s putting the community first by providing a fast and accurate first response.”
“From Monday July 2 our Customer Service Officers will have answers to most of the questions we are asked right there on screen,” Chief Executive Leigh Halstead said. “It’s taken a great deal of dedicated work by a small team to set up the database. They deserve credit for the time and effort they’ve put in to helping us provide an enhanced level of customer service.”
The K base (short for KnowledgeBase) system will allow all Council staff access to accurate, up to date information, ensuring that the information provided to the community is concise, accurate and consistent.
The database with its comprehensive set of frequently asked questions and answers provides a single source for all information, at the first point of contact.
“K Base will help Customer Services achieve their target of resolving 80% of enquiries at first contact,” Mr Halstead said, “meaning the person calling is more likely to get the answer they need when they call the first time.
“Where calls cannot be dealt with then they are transferred to "experts", who can then apply their expertise to more complex questions knowing that the straightforward issues and answers are being accurately handled by the call centre.”
The system when launched on Monday will contain a core of Frequently Asked Questions (FAQs) which will continue to be developed. Where questions are unable to be answered by operators from K base, more or newer information will be input to the system to improve its depth and currency.
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