The City of Perth customer experience centre has announced extended call centre hours from 9am to 2pm on Saturdays indefinitely. Previously, the customer experience centre was closed over the weekends.
Launching this Saturday 30 November, the extended hours will add value to the existing customer experience team, providing a thorough service to the City’s ratepayers and customers.
Following feedback from customers in the City of Perth’s last satisfaction survey, the City recently facilitated a weekend hours trial which concluded at the end of October.
Qualitative feedback demonstrated operational value in providing extended operating hours on Saturdays, permanently.
“As a service driven organisation, the City of Perth’s core function is to serve the community. Our community is defined by every individual who use our services or facilities,” Chair Commissioner Andrew Hammond said.
“We are committed to building a partnership with the local community and will do so by providing consistent and efficient services to our customers in all our interactions.”
The Saturday opening hours also means workers can contact the City outside of normal business hours. Additionally, the functional capacity of extended hours has and will continue to result in efficient response times.
WebChat was also identified as a desired customer service channel by 73 per cent of respondents in the survey. In response to this, the City conducted a WebChat trial in June to determine the benefits of extending services to include live chat on high traffic pages of its website.
Qualitative feedback demonstrated value to the community and the trial was extended for 12 months. As such, ratepayers can now speak to virtual customer experience agents via Rates, Waste and Cleansing, Contact Us and Parking pages.
From Saturday 30 November, City of Perth customer experience hours are:
Monday to Friday – 8am to 5pm
Saturday – 9am to 2pm
Customers can call the City on 9461 3333.
