Ask SAM added to shell 110518

Q: What’s going on at City Link? Multiple attempts to have my call answered, or to receive a promised callback, have failed. I once waited on the line for over 30 minutes to see how long it would take, but finally gave up.

E.C.

Answer: Shantell Neal McClam is the director of City Link. She said she was sorry to hear about the issues you experienced trying to get through to the city service, which allows Winston-Salem residents to ask questions and report problems.

“Once selected, the way our courtesy call-back typically works is it will give the customer the opportunity to enter a call back telephone number and a brief message regarding their question/concern,” she said. “The program will save the customer’s place in the call queue and once an agent becomes available he or she will be prompted to call the customer back.”

She was unable to give a definitive time frame for how long you might have to wait for a return call, explaining that “the timing of each customer interaction varies.

“However, I will add that unfortunately we have been experiencing a few issues with the call-back program and our information systems staff work diligently to address these issues promptly when they arise.”

She asks that if a customer has not received a return call from City Link within 15 to 20 minutes, they should “give us a call back and alert us to the issues experienced with the call-back feature or contact us utilizing live chat, email, mobile app or via our Citizen Web application.”

The time a customer might have to be on hold will also vary depending on call volume. Mondays and Fridays are extremely high call volume days, she said, and with current staff shortages call wait times on those days could be as long as 20 to 25 minutes.

“We are working very hard to decrease these wait times and thank customers in advance for their continued patience and understanding,” she said.

City Link can be reached by phone at 311 or 336-727-8000, Monday through Friday from 7 a.m. to 7 p.m. and Saturday and Sunday from 9 a.m. to 5:30 p.m. It is closed most holidays. You can also file a report at the City Link 311 mobile app, which is available for Apple or Android devices; or submit a request online at www.cityofws.org/departments/city-link, which also has the live text chat option she referred to.

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