New CCC Callback Feature
If you’ve called NYCHA’s Customer Contact Center (CCC) recently, you may have noticed a new feature that allows you to receive a callback instead of waiting on hold. The new option was launched in January to improve customer service for residents.
The callback feature lets callers know the estimated wait time and gives them the option to choose callback as an alternative to waiting on hold. If callback is chosen, callers may choose to receive a callback without losing their place in the queue or they can schedule a callback for a more convenient time later that day. At the scheduled time, callers receive a callback. If they are no longer available at that time and don’t have voicemail, they will receive two more calls.
NYCHA’s CCC received over three million calls in 2018, which means that some of those callers spent time waiting on hold. George Williams, NYCHA’s Customer Contact Center Director said, “Waiting on hold is the number one caller frustration. Callback allows them to regain control and tell us when to call back. This is a good thing, because it saves their time and makes each individual caller feel valued.”
The CCC callback feature is available during the following hours:
- For maintenance repairs: from 7 a.m. to 7 p.m., Monday through Friday
- For Section 8 and public housing applications: from 8:15 a.m. to 4:30 p.m., Monday through Friday
Calls made after these hours are not eligible for the callback option.
Customer Contact Center representatives are always available to take your calls 24 hours a day, 7 days a week at 718-707-7771. Residents can also use the MyNYCHA app or website (on.nyc.gov/mynycha) to create, schedule, and manage work tickets 24/7.