Customer care standards and performance

Customer care standards

  • Answer the telephone within 15 seconds and respond to enquiries within three working days
  • Respond to letters and faxes within five working days
  • Respond to email or text phone enquiries within three working days
  • Meet visitors within five minutes of appointment time
  • When visiting, agree a time in advance and show identity card

Customer Service Centre Performance

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).

Call recording privacy

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?

  • Quality monitoring: Written records only provide partial information.  A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied.  This can help us identify any improvement areas.
  • Training and Development: Listening to a sample number of calls, allows managers to identify training needs.  Sample scenarios are based on the recordings but any transcripts are anonymised.
  • Gaining a better understanding of our customers: Many calls are verbally resolved without the need to complete any records.  Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.
  • Complaints and disputes: Some calls are verbally resolved.  Where information is entered onto an electronic system this becomes the established record.  In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.
  • Employee safety and wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual.

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.

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