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Hello and welcome to City Edition
The city of Bend's video news magazine
I'm Justin Finestone. One of the
busiest places in the City is the utility
billing call center and and if you've
called about your utility bill you know just how busy
it could be but a new system
is making it much more efficient to take your calls
The City of Bend utility billing
department recently implemented call center
software that enables us to better
serve our customers. City of Bend
this is Heather, how can I help you?
Calls are now automatically routed to a next available
representative and if all customer service representatives
are busy assisting other customers
callers are informed the approximate
number of customers ahead of them
Now you supplied us
2046. Our employees
are able to trouble shoot accounts, determine
whether there's potential for leaks,
consumption, history
sewer charges
any questions customers
might have about their account. City of Bend
this is Lisa, can I help you?
this new process will help us to more efficiently
serve the customers of Bend, provide
better service enabling them to
get the information they desire
in a more efficient manner.