We know we have a problem here and we want to know who can solve that -this is all about customer service
Nick Gammage, WRAP
WRAP (the Banbury-based Waste & Resources Action Programme) takes on its new role from April 2010 which will include it organising the National Industrial Symbiosis programme and Envirowise.
As a consequence it is merging all the advice services into a “consolidated” new catch-all centre which needs to be up-and-running quickly because of the amount of questions the service will receive.
The work will also include providing the “National Recycling Campaign Helpline” including a service for “Greater London Recycling.”
Advice will be given in response to as many as 4,600 emails and phone calls which are expected each month with an average 3,100 expected per month. The likely opening hours are 08.00 – 20.00 Monday-Friday and 09.00 – 12.00 on Saturday. An answering service would operate outside these hours.
Energy from waste
Topics, says WRAP, will include markets for reprocessing materials and energy from waste, as well as assisting businesses to become more resource efficient. There will also be advice on home composting and technical information for industry.
A tender has been issued by WRAP for the project with bids due in next month for the contact centre which will operate for four years until 1 April 2014.
The organisation said it is too early to say whether the contact centre might be based outside of the UK – its current service, using the 0808 100 2040 phone number, is based in Bristol.
Nick Gammage, WRAP's communications director, told letsrecycle.com: “We are thinking about we pull together this front end service and how we can be channelling questions through to experts.”
He added: “We want to know who is out there. We know we have a problem here and we want to know who can solve that – this is all about customer service.”
Data collection
The project will include a data collection system to capture the details and nature of each call to help with customer profiling data to be “made available in real time over the internet for synchronisation with a future WRAP contacts database.”
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