Dunedin City Council

Afterhours Telephony Services

The DCC’s customer call centre is the first point of contact for most callers to the DCC and we aim to deal with the majority of customer calls at this first point of contact.

The DCC Customer Services team answer calls from the public Monday to Friday from 8:00am to 5:00pm. Outside of those times calls are diverted to an afterhours telephony services provider.

Our current afterhours contract is nearing completion and we are seeking to appoint a partner to provide our afterhours telephony services for up to 9 years.

What’s most important is that the level of customer service and customer experience is consistent and indistinguishable between the DCC and our afterhours telephony services provider.

Calls must be handled courteously, efficiently and logged accurately. The objective is to ensure that urgent requests are escalated appropriately and procedures followed to ensure immediate action or otherwise logged for action during normal business hours.