The Customer Call Centre provides a friendly and professional first point of contact and resolution for requests by telephone. All you ever need to remember is one number (570 6666) for any Council service. At the Customer Call Centre we will complete your request, if we can't, we will either transfer you to an officer who can help or take down all the information and have an officer call you back.
The Customer Call Centre handles on average around 800 calls per day. The most frequently asked for services are rates, building and planning consents and animal control.
Services provided by the Customer Call Centre include:
The Hutt City Council Call Centre was awarded Contact Centre of the Year 2006 in the fewer than 25 seats category at the Telecommunications Users Association of New Zealand (TUANZ) Awards.
The Customer Call Centre is staffed during Council's business hours. If you wish to speak to an officer you should call them on their direct dial number (DDI) if you know it. (The numbering convention for DDIs for officers in the main Administration Building is 570 6 followed by the last three digits of their extension number.)
Telephone (04) 570 6666 Fax (04) 569 4290 After Hours Service (for emergencies only) (04) 570 6666
All callers will be greeted within 20 seconds by a Customer Services Officer. If a Customer Services Officer does not handle your call initially, you will be placed in a queue. We answer 85% of all calls within 20 seconds so if your call is not answered immediately please hold as we do get to the calls in the queue quickly.
If you do not have time to hold you may choose our call back feature by depressing the star key during a message. Leave your name, telephone number and a brief message and we will automatically call you back when your call reaches the top of the queue. The call back feature can also be used to leave non urgent messages outside of business hours. We will automatically call you back at the beginning of the next business day.
A call recording system is operating in the Customer Call Centre. This is to help us improve the quality of service to customers who contact us by telephone. Only calls presented to the CCC through Council's main telephone number (570 6666) are recorded. We record only a small amount of our calls i.e. not every call is recorded. Typically around 150 calls are recorded each month. This represents less than 1% of the total number of calls we receive (around 12,000 each month).
Our objective is to provide the best service to our customers and to continually improve how we manage calls in the Call Centre.