Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Telephone Service topic
No spam. Unsubscribe anytime.
County administrator orders incoming calls to roll over to reduce missed county calls
Summary
Interim County Administrator Mark Humbert told the committee that incoming calls will now roll over until answered to reduce missed calls and improve customer service following complaints about unanswered or delayed responses.
Interim County Administrator Mark Humbert told the Human Services Committee that the county has received several complaints about unanswered calls and delayed responses and described a change to telephone handling intended to reduce missed calls.
"incoming calls will now roll over until answered in an effort to improve customer service and reduce missed calls," Humbert said. He emphasized that county staff must answer and return calls promptly and that emergency matters will continue to be handled when the building or offices are closed for staff appreciation events.
The change is intended as an administrative fix to improve callers’ experience; the meeting minutes do not specify technical vendors, costs, or an implementation timeline. Humbert also referenced coordination with department staff to ensure callers retain the ability to reach a live person when necessary.
