Exeter CAB 'Click or Call' service a success

Leading local advice charity Exeter Citizens Advice Bureau is reporting that its new ‘Click or Call’ advice and information service has been a big success since it was launched in July, with more than 1000 calls answered in the last three months.

A further 176 people have used the new webchat facility, and a pilot email service has recently been launched.

The charity is asking that clients with access to the internet firstly click the on-line advice and information resources and factsheets available at citizensadvice.org.uk The website is available 24 hours a day. The webchat and pilot email service are both embedded into the website, making it simple and straightforward to use.

Clients who do not have access to the internet, or are unable to find what they are looking for on-line,  can call the charity’s  telephone helpline on 03444 111 444 to discuss their query.

The service is available each weekday from 9.00am until 4.00pm. Help is provided by fully trained CAB workers.

Steve Barriball, the charity’s Chief Executive said: “We are delighted with the early results of this new service. We have answered 55% more calls in the last three months, and broken the magic 1000 calls milestone.

"We have also recruited a new apprentice to help us answer even more calls from the New Year. Demand for our services remains very high particularly first thing in the morning.  More clients can now call us throughout the day from the comfort of their own homes rather than have to come to our office.

"The new email pilot will make it easier for people who are unable to contact us during office hours. We are also investigating the potential for an out of hours telephone message service. ”

Steve continued: “Where clients have complex needs that are best dealt with by a face-to-face appointment,  we will arrange an advice appointment at their local Citizens Advice office. In other instances, we may arrange a telephone advice appointment or send further information by post or email, or signpost or refer callers to another agency that can best meet their needs.

A recent survey of clients who used the assisted information services has provided an encouraging set of results with high levels of satisfaction, and good progress with resolving advice needs.”

Steve added:

“I am very grateful to our staff and volunteers for the hard work they do each and every day, and for their commitment to this new service model. They are a credit to the City!”

Steve finished by saying: “Calls to the telephone helpline service cost the same as 01 and 02 numbers. The CAB does not make any money from these calls but is happy to accept charitable donations.”

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