DeKalb County customers who call with water billing questions are spending an average of 15 fewer minutes on the phone, officials said Monday.
DeKalb County Department of Watershed’s Utility Customer Operations said the improvement “was accomplished by reducing call wait times and increasing the number of calls handled.”
“The reduction in wait time was accomplished by more staff, increased training, documented procedures, customer outreach and streamlined processes,” DeKalb spokesman Andrew Cauthen said.
In 2014, the average call wait time was an estimated 17 minutes according to a release from spokesman Burke Brennan.The wait time dropped to 2 minutes and 29 seconds in 2015 and was reduced again in 2016 to 2 minutes and 18 seconds — nearly a 90 percent decrease in two years.
“These results show our commitment to respond to our customers’ needs in a timely fashion,” Interim CEO Lee May said. “Our focus on decreasing call wait times and increasing access to payment locations is providing a better experience for DeKalb customers.”
The number of calls handled increased to 366,666 in 2015 — over double the 156,299 calls handled in 2014. So far in 2016, the number of calls handled is 165,103 Brennan said.
“These enhancements speak to the Department of Watershed Management’s commitment to provide excellent customer service to the residents of DeKalb,” said Scott Towler, director of the Department of Watershed Management.
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