Your Questions
Q. What is the contact centre?
A. The contact centre is the first point of contact with Stirling Council providing easy access to all Council services.
Q. How do I get in touch with the contact centre?
A. Just dial 0845 277 7000, which is a local rate number.
Q.When is the contact centre open?
A.Our contact centre is open from 8 am to 8 pm weekdays and between 10 am and 4 pm on Saturdays. Outwith these hours, a reduced number of staff are available to handle all types of enquiry 24 hours a day, 7 days a week.
Q. Why did Stirling Council create a contact centre?
A. Stirling Council created the contact centre to improve customer service and extend opening hours. It also provides a single phone number for all Council services. The contact centre is part of a Council initiative to make all Council services more accessible.
Q. Who am I speaking to - is it someone in this country?
A. You are speaking to an adviser in Stirling, who is employed by Stirling Council.
Q. Where are you?
A. The contact centre is based at Viewforth in Stirling
Q. How many people work there?
A. There are 20 advisers, who work a variety of shifts and 2 Team Leaders.
Q. What Services does the contact centre provide?
A. The Stirling Council contact centre provides the following services:
- Council Switchboard
- Waste Services
- Pest Control
- Roads & Street Lighting Repairs
- Winter Maintenance
- Supply Teacher Cover
- Mobile Emergency Care Service (MECS)
- Women at Risk
- Response to alarms for fire, gas and intruders to Council buildings
- Home Support
- Housing Repairs
- Homeless Placements
- Emergency Duty Team
- Emergency Management Response Team
- Building Services
- Home Support
Q. Can I still get through to an advisor with specialist experience in a specific service?
A. Yes – if the contact centre adviser is unable to give you the information you need, they will transfer your call to someone in the relevant service within normal working hours. Outwith normal working hours, your query and contact information will be noted and the relevant service will take the appropriate action.
Q. What is you response time to enquiries?
A. Response is generally immediate or if it is something we are unable to answer right away we will get back to you within 24 or 48 hours, dependant on nature of enquiry.
Q. How do I report a requirement for an emergency repair?
A. By calling the contact centre on 0845 277 7000. The adviser will take the details and pass to the Duty Emergency Repairs service for action.
A. Can I make an FOI (Freedom of Information) request via the contact centre and will it be dealt with in confidence?
A. Yes. All enquiries to the Contact Centre are dealt with in strict confidence.
