Shropshire County Council currently uses a 0845 number for principal contact. It is now looking at switching to 0345 in preparation for the merger of councils across the county on 1 April 2009.

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http://www.shropshire.gov.uk/committee.nsf/0/77F5B6D2480F97B48025744800319D6C/$f...

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External Telephone Numbering

Summary

This report provides information and recommendations on the external telephone numbering options for the new council.

Recommendations

A. The council adopts a main non-geographic 0345 telephone number for general enquiries and a small range of other non-geographic 0345 telephone numbers for a range of services that are of the most importance to customers.

B. Interactive Voice Response is used to manage calls outside office hours and is also introduced for customers in a queue giving them the option of requesting a call back rather than waiting on the telephone.
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http://www.shropshire.gov.uk/committee.nsf/0/A669DFC272C2015C8025746A002CE743/$f...

MINUTES OF RESOURCES SUB-COMMITTEE MEETING
HELD ON MONDAY, 19TH MAY 2008
09.00 AM – 09.40 AM

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9. CUSTOMER TELEPHONE SYSTEM

Consideration was given to a report of the Director of Resources on the options for external telephone numbers for the new council including the possible use of a single or a range of published numbers and the extended use of Interactive Voice Response technology (IVR) to enhance customer service.

In response to a query from Mr Box about the possible extension of opening hours, Laura Rowley explained that a review would be carried out of the use of the current extended hours and stressed that any amendments made would have regard to cost and affordability.

Given that the large majority of all contacts to the new council were expected to be made by telephone, members emphasised that customer access should be simple, quick and easy to use. In relation to IVR there was a general acceptance that the use of 3 options to choose from, as currently operated by Shrewsbury and Atcham, was acceptable.

RESOLVED:

(a) That the Implementation Executive be recommended to adopt a main non-geographic 0345 telephone number for general enquiries and a small range of other nongeographic 0345 telephone numbers for a range of services that are of the most
importance to customers.

(b) That the Implementation Executive be recommended to approve Interactive Voice Response being used to manage calls outside office hours and also to it being introduced for customers in a queue giving them the option of requesting a call-back rather than waiting on the telephone.

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