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 and know that 90% of callers are satisfied with the overall service received and the Customer Service Assistants’ politeness and friendliness.
The Customer Service Centre is audited against the Customer Service Excellence award– the government standard.
In December 2014 we were assessed as 'compliant plus' (meaning we are compliant in all areas, and overachieving in some).
Which calls does this refer to?
This could include any incoming or outgoing telephone calls that are handled by the County Council’s Contact Centre.
Why are calls recorded?
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.
How will call recordings be used?
How have we informed our customers that we record calls?
Customers who ring the Customer Service Centre hear the following message: Calls and information may be recorded and may be shared with 3rd parties to answer your query or provide a service to you.
Can I request a copy of my call recording?
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 Data Protection Act 1998.