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Call us at your leisure

Wolverhampton City Council has changed the way it answers phone calls to its 3 leisure centres - giving customers a much better experience.

Councillor Elias Mattu, Cabinet Member for Leisure and Community (centre) with city council customer service officers Liam Singh and Keosha Gordon
Councillor Elias Mattu, Liam Singh and Keosha Gordon

Calls to Central Baths, Bert Williams Leisure Centre and Aldersley Leisure Village are now answered by the council's dedicated customer contact centre City Direct.

In the past the calls were answered by reception staff in the centres themselves and customers were often left waiting for long periods for the phone to be answered because reception staff were tied up dealing with other enquiries.

The leisure centre numbers have stayed the same, meaning the only difference the customer will notice is that their call with be answered faster and their enquiry dealt with quickly and efficiently.

Councillor Elias Mattu, Wolverhampton City Council's cabinet member for leisure and community, said: "We know that in the past we too often kept our customers waiting for an unacceptably long time to have their call answered. We've now changed the way we answer calls and they should be answered much faster by staff who are trained call handlers. This will offer our customers a much improved experience. "

Keith Ireland, the city council's managing director, said: "This is all part of the work we are doing to transform our leisure offer - running the centres with a more commercial approach and putting the customer first. This is just the start of our ambitions to become the leading fitness provider in the area and we'll be unveiling some very exciting developments over the coming months."

  • released: Thursday 2 October, 2014