Our Customer Contact Centre handles around 250,000 calls per year. Our lines are open 24 hours a day, 7 days a week, 365 days a year. The main office is open between 8am and 5pm Monday to Friday, while outside of these hours the emergency lines are open and controlled by our Out of Hours Response Team. The Out of Hours Response Team has access to all of our systems and operating processes. We have a dedicated Emergency Call handling script. We also have an on call Duty Manager who can deal with any out of hours issues.
We have 15 lines coming into our Customer Care Centre to deal with all emergency, general service and preventative maintenance calls. There are 32 agents available throughout the day to answer the incoming calls and make outbound calls as needed.
Calls are answered promptly, within an average of 15 seconds, and our Planning Team send the closest available engineer to the job.
Our customer service approach puts the customer at the heart of our service delivery. Our staff have all been trained in how to assist customers, including those who are vulnerable, or have other special needs.
Our Customer Contact Centre staff regularly receives both compliments and thanks from residents who have been delighted with the service they have received.
Telephone management information reports are produced on a weekly and monthly basis. We use these to identify training needs and any areas for improvement. They are also helpful in workforce planning to ensure we have the correct number of staff available to handle the peak periods of customer demand.
Clients and prospective clients are welcome to have a tour of our Scotland Head Office based in Glasgow to see our operations at first hand. To arrange a tour, please contact:
Terry MacLean, Business Development Manager, Gas Call Services at:
t: 0141 766 3333