In October I asked about authorities' experience of call centres for library enquiries. Many thanks to all those who responded: here is a short summary of responses for the list.
5 authorities use a Council-run corporate call centre
2 authorities use an outsourced one
3 authorities are currently involved in developing a Council one
1 authority runs a low-key version (mainly for renewals)
Typical enquiries covered include renewals, item enquiries, reservations (although several authorities do not allow this), general enquiries. Reference and local studies information is not supplied by contact centre staff.
4 authorities use a 24-hr automatic renewal line
2 authorities are planning one
Overall, the experiences were positive ones. Happy Christmas!
Maggie Stansfield - Branch Librarian/Development
Sustainable Communities - "Connecting People to Services"
Community and IT Services
Libraries Service Unit
Tameside Central Library
Old Street
Ashton-under-Lyne
OL6 7SG
0161 342 2029
0161 330 4762 (fax)
Email Disclaimer is
http://www.tameside.gov.uk/emdis.htm
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