CADS Call Centre (ph 845-1818) Launch 16 May 2005
Tuesday, 10 May 2005.
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| The new call centre 845-1818 at CADS Auckland aims to make it as simple as possible for a member of the public to contact CADS services. |
From 16 May onward all phone-calls coming to CADS through the regionally advertised phone number 845-1818* will be answered by a dedicated clinician. It is a one stop phone number for the public to reach any of the CADS Services.
What will happen when a call is made to 845-1818?
The clinician taking the call will ask the caller which service they wish to contact and transfer the call accordingly. If the caller does not know which service they want, or they are a new client, the clinician will ask them further information about them (where they live (or work), their age and ethnicity) to determine where to transfer the call.
Why are we doing this?
In short: to provide an improved service to callers. The objective is to make it as simple as possible for a member of the public to contact our services. Whilst the variety of services CADS offers is a good thing for the clients, it can be also a confusing experience to face choices and options. Further it can lead to double and triple handling of the calls and repetitive questioning of the caller. This initiative will try to minimise these effects. The clinician will try to conduct and to contain the call in order to get it to the right service as sensitively, safely and expediently as possible.
We expect that the regional service promotions will gradually lead to an increase in the number of client and service (alcohol and drug) related calls and want to be ready for when this happens. Also we'll be able to collect valuable information for future planning.
* Please note: Normal call charges apply when calling outside the Auckland call-free area, or calling from a mobile or business phone.
