Miami-Dade Water and Sewer Department continues to improve on call center wait time, customers continue to register on new website account system
The staff at Miami-Dade Water and Sewer Department (WASD) knows that your time is very valuable, so they continue to improve upon its call center’s wait time. In addition, WASD’s customers continue to log on and register with the department’s new on-line account system, which provides one stop account service that has also contributed to a decrease in calls, as well as wait times because customers are able to complete many department services virtually.
The current wait time at the call center is two minutes, 10 seconds versus the average wait time of eight minutes, 13 seconds last fiscal year – a decrease of 74 percent.
“We strive to decrease the wait time for our customers,” said WASD Director Lester Sola. “Staff is continuously trained on knowledge topics and how to best handle their calls in the most efficient, effective and courteous manner. Not only do we want to be known for our delicious drinking water, but for our exemplary customer service, as well.”
Callers also now have the option to request a call back from the department on a first available basis or at a time more convenient for the customer rather than remaining on hold.
In the first eight weeks of WASD’s new on-line account registration process going live, 22,509 WASD accounts have been enrolled. Through mid-September nearly 72 percent of the water bills due were paid electronically.
This new self-service component streamlines many features, makes conducting WASD on-line account business more user-friendly, as well as convenient to the customer because they can access this information 24-hours-a-day. Features include the ability to view their paper bill online, the comparison of water consumption to waste water consumption during a quarter, as well as an archive of the previous two years of account bills.
It is the priority of the Miami-Dade Water and Sewer Department to provide safe, reliable service to its customers. For additional information about Department services visit WASD’s website.