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Falkirk Council helpline callers waiting seven minutes on average for answer

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Councillors will look closely at the contact centre's performance at a meeting of Scrutiny Committee

Callers to the main contact line for Falkirk Council services are having to wait an average of seven minutes to get through, after cuts to the number of staff answering the phones.

A report going to the Scrutiny Committee on Thursday shows that the number of calls received by the contact centre in the past year has fallen slightly, as the council continues to move services online wherever possible.The figures show that calls have dropped from 263,000 in 20/21 to 177,000 in 22/23.

The latest figures also show that around a third of all calls are not answered, although they are unable to say if this is because people choose to go online instead once they get the details. However, the report adds that after difficulties in recruiting staff, new members have joined the team and should now be fully trained.

 

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