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Southwest One - Working as one for the South West
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Customer Contact Service

Southwest One’s Customer Contact is an award winning, externally accredited, multi-channel front line service handling over 400,000 contacts a year on behalf of Somerset County Council and Taunton Deane Borough Council via telephone, email, face to face, SMS and online channels.

Accredited to the prestigious Customer Contact Association Global Standard, customers contacting either TDBC or SCC experience a seamless service delivered to the highest quality standards and can access services for either council in one visit.

On average, over 85% of customers contacting either TDBC or SCC by telephone are answered within 20 seconds and fewer than 2% of customers abandon their call. Additionally, significant investment in class leading technologies means that customers can now access council payment services 24/7 using the automated payment system.