2021-08-10 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                        10 AUGUST 2021


BRANCH ACTIVITIES              RECENT ACHIEVEMENTS                           CURRENT PRIORITIES                         THE NEXT QUARTER
PureCloud improvements.           Work with PureCloud support to               Create training guides.                   Review call queue messaging.
                                   improve WFM/ Rostering system.               Review canned responses
                                  Work with ICTM to update directory link       (templates) and up date for new
                                   to Teams.                                     financial year.
Business as Usual activities      Q4 Call statistics:                          Ongoing operational control during        Manage leave requests and council
                                   -   Calls offered – 12,146                    peak period related to rates and           shut down of Christmas period.
                                   -   Average Speed of Answer - 36              animal renewals.
                                       secs                                     Adjusting customer service operation
                                   -   Average Handle time - 5 mins. 45          with continual changes and impacts
                                       secs.
                                                                                 of COIVD-19 situation.
                                  Manage staff leave requests, training
                                   and development.
                                  Recommence combined services
                                   meetings.
                                  Prepare and plan for peak period




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