Call menus

We design our call menus to make sure people can get to the right department quickly when contacting the council. This means we reduce frustration and improve the experience for everyone.

Make your call menu work for people by:

  • testing changes with callers
  • using language callers use
  • listing the most important or frequent options first
  • having a maximum of 4 options per question
  • having a maximum of 3 levels per phone line
  • informing people if they are waiting by giving a queue position or wait time
  • not asking any more questions than you need to
  • reviewing it regularly to make sure information is accurate
  • keeping it concise