We’re committed to listening to your feedback and where we can, acting upon it to improve our processes, so you get the care and support you need as quickly and as easily as possible. We’ve heard what you’ve been telling us about our telephone system and about the frustration you feel when waiting for your call to be answered.
In response to this, we’ve made a number of improvements to the way our reception team manage incoming calls and we’re pleased to announce that already we’ve seen a 49% decrease in call waiting times. We hope you’re beginning to notice the difference too.
We’ve also introduced a new automatic callback function. This will activate once there are more than 5 callers in the queue, at which point you’ll be offered a callback to save you from waiting on the phone. You won’t lose your place in the queue and the system will attempt to call you back on two occasions.
There will be times when we don’t get it right, but we promise that moving forward we will take on board what you’re telling us and use it to inform our continuous improvement plans.
