| A day
at NEA’s busy call centre |
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| An
officer attending to calls from
the public. |
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It is 7.30 am and calls
are already coming in fast at the call centre of
the National Environment Agency (NEA).
Ring ringgg… “Good morning, NEA Call
Centre. Jack speaking. How can I help you?”
“My family and I have been disturbed by mosquitoes
the whole night. Please send your officer to check
my neighbourhood immediately.…”
Moments later, the telephone rings again. “Someone
left huge boxes near a bus-stop. Please attend to
them urgently,” said the caller.
Another person calls in to say: “Someone dumped
rubbish and other bulky items in the open space
behind my house.”
Reported another distraught caller: “The toilet
is dirty. The flush is not working. There’s
no toilet roll too.”
Just after lunch, another person calls in to say:
“My colleague and I went to XXX food court
for lunch. We ordered two plates of fried kway teow
and there was a cockroach on one of the plates.”
These are just some examples of the many At Your
Service calls received at the call centre.
The NEA Call Centre is a one-stop contact point
for our customers. We operate 24 x 7. As part of
our continuous efforts to improve our service, we
have changed our hotline number to 1800-CALL NEA
[1800-2255 632]. Customers can also reach the call
centre through other channels such as email (Contact_NEA@nea.gov.sg),
fax (6731 9866 or 6734 7763), as well as through
the online feedback form available at www.nea.gov.sg.
The NEA Call Centre attends to an average of 400
calls a day. All our customers receive personalised
attention from our friendly public relations managers
who will listen patiently, attend to feedback and
offer solutions to customers’ problems.
Said Mr S. Satish Appoo, Deputy Head (Environmental
Health Department): “Response to feedback
is fast. Most customers are contacted within a working
day of their giving feedback to NEA’s call
centre. This delights our customers.”
To find out how NEA officers handle feedback cases
so efficiently, read the following story. |
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By
Edna Phay, Infocomm Technology Division, ENV &
NEA
Next: NEA officers on the
go |
