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Visiting Curo at One Stop Shops

 

 

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We're making some changes to our service at the B&NES One Stop Shops in Bath, Keynsham and Midsomer Norton. From 1 November 2018 we'll be at:

In Bath, we'll no longer be at the One Stop Shop, however our main office at The Maltings is open Monday to Friday, 8:30am–5pm.

Why the change?

Curo customers are increasingly using digital ways to get in touch. We've seen the use of email and live chat double year-on-year with the footfall to see us at the One Stop Shops drop significantly.

Looking at this data, we believe we'll provide a better service if we reduce our presence at the One Stop Shops, with some of those colleagues working instead in our contact centre in Bath, where we receive 200,000 calls each year. Doing this means we'll be able to reduce the time it takes to answer your calls and respond to emails and live chats.

How did we make this decision?

We consulted our customers on some proposed changes, asking for feedback through a survey. The feedback was very informative and showed us that although people understood why we were looking to reduce our presence they strongly felt that a presence was needed:

  • for customers who prefer face-to-face contact and
  • for vulnerable customers who would find it difficult to travel into Bath.

So we looked at the numbers of customers who came to see us at each One Stop Shop site to understand which days were the busiest. 

You said... we did

As a result of this feedback we'll continue to have a presence at the Keynsham and Midsomer Norton One Stop Shops. In Bath face-to-face support will take place at our office at The Maltings where we have great facilities and colleagues available to support from 8:30am Monday to Friday.



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