Contacting us using the telephone

We know that most of our customers prefer to contact us over the telephone, however we appreciate the frustrations that this can cause, e.g. not knowing who to contact, having to make several calls or be transferred from person to person, no one available to take the call. We are therefore in the process of making some significant changes to the way telephone calls will be handled.

In order to make improvements to this form of contact we:

• Provide a network of telephone contact centres

• Provide customers with access to County and District Council services as well as those of other partners as appropriate

• Offer a full and consistent service at each of the centres to allow 80% of enquiries to be dealt with at the first point of contact

• Recognise when to involve service specialists for more complex enquiries

• Staff these centres with Customer Service Advisors who will assist customers and process enquiries on their behalf

• Make best use of the internet

• Make use of technology and consistent business processes across Worcestershire to capture, process and manage information associated with customer enquiries

• Underpin the centres with the same technology and processes as the face to face centres, thereby providing a comprehensive view of customer contacts.

Telephone Contact Centres

Bromsgrove District Customer Contact Centre
(01527) 881288

County Contact Centre
(01905) 765765

Droitwich Community Contact Centre
(01905) 794272

Evesham Community Contact Centre
(01386) 443322

Malvern Hills Customer Contact Centre
(01684) 862151

Pershore One Stop Shop
(01386) 565000

Redditch Customer Contact Centre
(01527) 534123

Worcester City Contact Centre
(01905) 722233

Wyre Forest Contact Centre
(01562) 732928