Call Centre

Torbay Council's Call Centre is based at Roebuck House in Torquay and is open 6 days a week - see the opening times below:

• Monday: Friday  8.30am - 5.30 pm
• Wednesday: 9.30am - 5.30pm
• Saturday: 8.30am - 12pm

The Call Centre deals with a wide variety of calls including, but not limited to, the following:

• Housing/Council Tax Benefits
• Council Tax
• Business Rates
• Anti-Social Behaviour

In December 2007 a new telephony system was installed to improve our service to customers.  This system enables us to manage our calls more effectively:

• easier access for customers to contact the Council
• 90% of customers get through to an operator first time
• average waiting time of under 1 minute
• we offer an out-of-hours messaging service

All customer contact received via our Call Centre or our Connections offices is documented** to ensure the information is actioned by, or forwarded to, the relevant department, as necessary.  Should you contact us at a later date we are able to access all previous enquiries you have made.  This provides up-to-date information regarding the progress of your enquiry.

** All information held is in accordance with the Data Protection Act.

Key Facts:

• We aim to resolve 80% of your enquiries at the first point of contact.
• We answer up to 1,900 calls per week
• Saturday mornings are our quietest time

Related Documents

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