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People Serving <br />People <br /> <br /> CITY OF RIVERSIDE <br /> <br />CITY COUNCIL MEMORANDUM <br /> <br />Riverside <br /> <br />199g <br /> <br />HONORABLE MAYOR AND CITY COUNCIL <br /> <br />DATE: March 16, 2004 <br /> ITEM NO: t6 <br /> <br />SUBJECT: USE OFVOICEMAIL <br /> <br />BACKGROUND: <br /> <br />When used properly, voicemail can be an effective tool for an organization and increase <br />customer service levels for patrons. When used improperly, voicemail can become a source of <br />confusion and frustration for callers. <br /> <br />The City has an Administrative policy outlining procedures for handling phone calls from the <br />public. In reviewing voicemail use organization wide, it is clear that not all use is within policy <br />and needed to be corrected. <br /> <br />A Customer Service Committee comprised of cross-departmental employees was tasked with <br />developing a solution to address the issues surrounding the use of voicemail. This effort <br />included making changes to the routing of calls, adding "hot" buttons to phone lines to prevent <br />rollover to voicemail, and training on the proper use. The Committee has developed a training <br />video to reinforce the City's policy on the use of voicemail. The video has been distributed to <br />departments and will be viewed by all city employees. The use of voicemail will continue to be <br />monitored to ensure it is used in a manner consistent with City policy and allows the <br />organization to provide the highest levels of customer service for callers. <br /> <br />FISCAL IMPACT: <br />None. <br /> <br />ALTERNATIVES: <br />None. <br /> <br />RECOMMENDATIONS: <br />That the City Council receive and file this report. <br /> <br />Prepared by: <br /> <br />/Penelop(~ Culbreth-Graft, DPA! <br /> Assistant City Manager <br /> <br />16 <br /> <br />City Manager <br /> <br /> <br />