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Telephone and computer systems linked for quicker service

South Australia's largest Council, the City of Onkaparinga, has introduced a new customer inquiry system which enables it to reduce an average three minute phone inquiry by 30 to 40 seconds.

The CallEnabler computer integration system (CTI) links the City's computer and telephone systems. It identifies incoming callers and 'pops up' a customer response screen, containing relevant ratepayer details, thereby speeding up the operator's ability to provide answers.

Averaging between 800 and 1,000 calls per week, Manager of Information Systems, Paul Turner, said the technology speeded up dealing with calls. "CallEnabler eliminates the guessing," he said. "It finds ratepayer details so our staff can move on to asking 'how can we help you?'

"In total, this reduces time by about one staff hour to one staff half day each week." It also offered Council a cost effective way to improve customer service. "We were keen to pioneer its use because we have a key corporate objective of improving our customer service in every way we can," Paul Turner said. "The system personalises the service and makes us more customer focused."

Currently, the City is using CallEnabler at two 'mini' call centres where more than half a dozen staff respond to inquiries about rubbish, health and general ratepayer queries. Next year, Council expects to consolidate customer inquiries into a more formal call centre environment streamlining customer interaction even further.

Paul Turner said the system had delivered more than just productivity benefits. "By reducing the time an operator is on the phone, it has helped to build a positive image with our ratepayers," he said.

"Another major benefit for us has been the focus CallEnabler has placed on our data and the need to apply some database strategies before we could make effective use of the system." "Staff can go straight to dealing with the inquiry content rather than the details of who is calling and where they live.

"Essentially this allows anyone within the organisation to deal with a customer. By providing all relevant information on a simple screen, there is much less need for the ratepayer to go through multiple operators to get an answer."

For further information contact Paul Turner, telephone (08) 8384 0666

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