Contact Centre
Our Customer Contact Centre has been operating since October
2004. The aim of introducing the Contact Centre was to improve
our customers' experience of contacting the County Council by
phone.
Our customers can expect excellent customer service as our
advisors undergo thorough training and are regularly monitored to
make sure our high standards are maintained.
To find the numbers you require please visit our Contact us by phone page.
Performance
Our aim is to:
- answer 80% of calls within 20 seconds; and
- achieve 80% customer satisfaction.
To view our performance against these targets, please download the
attached documents at the bottom of the page.
Customer feedback
We survey a sample of customers that get in touch with us every
month. The results provide an insight of how our customers perceive
the service we provide them through the Contact Centre.
Following feedback from our customers we have improved our
'Contact us' page to
make it more meaningful and easier to find the phone number
required. We are constantly looking at ways to improve this
information. Based on further customer feedback we are currently
working on improving the format of the page to list phone numbers
by service, for example 'School transport'.
We have also captured the top 100 questions which you put to our customer
Contact Centre.
Customers told us they want to make one phone call to change
their appointment to
register a birth, marriage or death and they don’t want to have
to wait for a call back.
We have now changed our booking system in the
Contact Centre so advisors can reschedule customer appointments
straight away. This is helping to reduce the number of simple
enquiries transferred to the registrars.
Our customers wanted to know if we recorded calls in our Contact
Centre. We have developed a policy outlining why we record calls
and how long the recordings are kept for.
Call recording in the Contact Centre
Why we record calls
The Contact Centre uses a voice-telephony recording system to
record calls on all Contact Centre phone lines (excluding those
where payments are made). This is used for the following
purposes:
- To provide clarification and confirmation of information given
or received.
- To enable us to quality monitor the performance of Contact
Centre staff.
- For Contact Centre staff training and development.
How long recordings are kept for
Recordings are kept for a period of 30 working days, after which
time they are deleted.
See 'Supporting documents' for a copy of our Data
Retention Policy in full. For more information, please call 0845
075 1014.
Supporting documents
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