The Customer Service Centre is the main contact point for Norfolk County Council and aims to resolve 80% of all contacts without referring onto a specific department.
We aim to answer as many calls as possible whilst not compromising the service we deliver and we monitor our call wait times. Our average wait time is under one minute.
We quality assure our customer service advisors work against a customer focused framework and regularly ask our customers’ opinion on the service we provide to make sure we are meeting their needs. We know that 90% of callers are satisfied with the overall service received and the customer service assistants’ politeness and friendliness. We also monitor customer feedback across our email and live chat services.
The Customer Service Centre is audited against the Customer Service Excellence award– the government standard.
In December 2017 we were assessed as 'compliant plus' (meaning we are compliant in all areas, and overachieving in some). Our next assessment is due to take place in December 2018.
This could include any incoming or outgoing telephone calls that are handled by the County Council’s Contact Centre.
It has become common practice to record calls due to the growth of business conducted by telephone.
Recording customer conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint.
It also hopefully means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary.
We may need to record personal information on our computer systems, for more information on how we use your data, please go to www.norfolk.gov.uk/privacy.
This page also provides information around how call recordings will be used.
Call recordings are destroyed after six months. If the recording is available, you can request a transcribed copy of your conversation by contacting Norfolk County Council. This will be provided to you in accordance with the terms of the relevant legislation.