| | After Hours and Overflow For many councils, effective customer service STOPS when the doors close at 5pm and starts again at 9am.
With the ever increasing demand on LG to perform in the arena of customer service, an answering machine, overseas provider or simply having a call ring out is not acceptable. Enter the Well Done Group.
Well Done is a 24-hour/seven day customer response centre. Both our NSW and Victoria centres specialise in providing intelligent interaction as well as simple message taking. Our service focus is local government and being a specialised customer response centre we are readily adaptable to the changing needs of council. CORE SERVICES WE PROVIDE FOR COUNCILS
Call answering
Well Done provide a 24 x 7 solution to council overflow, after hours and emergency call centre requirements. We are an intelligent call centre in that we answer as your calls as your council via a set of operator instructions designed by your team. All details of each call are logged and available in the form of daily, weekly or monthly reports.
| Escalation and Emergency procedures
All of our operators have extensive experience in dealing with difficult or emergency situations which are handled as per set protocols. We can escalate at set intervals to rangers or duty officers via mobile or pager. All details are recorded in logs.
| | Address validation Callers addresses can be validated in real-time. This allows our operators to identify if a request for a call-out is within your council jurisdiction. | Support lines
Specialist lines for illegal dumping and waste, wet weather, water quality and any other service that requires detailed information to be captured for legal or grant purposes.
| CRM login
In some instances, Well Done record activities in real-time directly into council’s database. The advantages of this is a seamless integration of information between day to day call centre activities and after-hours. | Disaster/ continuation plans
In the event of a natural or man-made disaster, does your call centre have a recovery and continuation plan? A 1300 number anchored at Well Done is an excellent option for business continuance and a central point for staff information in the event of total technological or location termination. |  |
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