Forum Topic

7 Rings

I see Wandsworth Council have introduced a seven rings policy for one of their phone lines. Shouldn't this be the case for all national and local government helplines? I seem to recall a previous employer of mine a few decades ago had a policy that all phones should be answered within six rings.Seems with the introduction of email, instant messaging, etc the poor old phone has lost its importance?https://wandsworth.gov.uk/listening?fbclid=IwY2xjawIITP1leHRuA2FlbQIxMQABHe_DRog9190rqYS6ze1z62i8uCTs3LeCPCoqxSEOa0vUNu0jxRj1CeMrNA_aem_oq1_xYQh-_x097UBdi9AQQ

Michael Ixer ● 102d4 Comments

As much chance of seeing the Misty Mountains.I'm still waiting for a reply since 16 Oct 2024.I guess it could be 7 lunar rings of the Earth..

Ed Robinson ● 101d

I worked in a company many years ago that if you didn’t pick up your phone by 3 rings you were fired.  Difference between private sector and public sector probably as it was always viewed that the person making the call was a customer or client.What a total waste of money rebranding during a cost of living crisis.  Again zero optics just before we all receive our council tax bill.

Robert Wheeler ● 101d

Andy - good questions. With modern digital call handling systems it's irrelevant where the staff are located; the key point will be the process once a call is answered. It's obvious that not every query can be answered immediately, the question is will callers be given a reference number so that the internal channelling and resolution of the query can be tracked and managed and the caller can call back without having to repeat information they've previously supplied and find out the current status. 

Michael Ixer ● 102d

So a central line answers in 7 rings but what about the onward transfer to a Department dealing? Will that be monitored or just the initial contact?Are they really sating that if 10 people ring at the same time there will  be 10 members of staff to answer that initial call within 7 rings? Have they hot 10 staff not working from home?

Andy Pike ● 102d