We want to provide the best service possible to our customers, and as people’s habits and preferences change, we need to make sure we are keeping up with the way you like to do things.
Many people are now getting in touch with companies through websites, apps and other digital platforms, and we will be launching a new portal at the end of this year to make this easier for customers who prefer digital – we already have a Curo app - find out more here.
At the same time, we have seen the number of people using our One Stop Shops (in Keynsham, Bath and Midsomer Norton) reducing significantly, while calls, live chats and emails into our Contact Centre have increased. On average, fewer than five people come to the One Stop Shops each day, and we need three full-time colleagues to cover them.
We have limited resources and are considering the best way to provide the service you need, when you want to get in touch.
Looking at the data, we believe we would provide a better service if we reduced our presence at the One Stop Shops, and redirected some of those colleagues to work in our Contact Centre, where we receive more than 200,000 calls each year. This means we will be able to reduce the time it takes to answer each call, or deal with emails and live chats.
Our proposal would be to maintain a presence at the Midsomer Norton One Stop Shop, as this location is useful for many of our more remote customers, but to no longer attend the Keynsham and Bath sites. Customers in Keynsham, Bath and local areas would be able to come to our office in Bath (The Maltings, Lower Bristol Road, Bath BA2 1EP), where most of our teams and contacts are based.
Tell us what you think - fill in our short survey here.