Customer Services Maintains Its High Standards

READING’S Customer Services is celebrating again after picking two top industry excellence awards following a rigorous assessment last month.

The Council team have maintained both Customer Service Excellence (CSE)’s Compliance Plus and Contact Centre Association (CCA) Global Standard version 6 following an in-depth review of the service.

Reading remains one of the few local authorities in the country to combine the two standards for both its call centre and face-to-face service.

During assessment, the team was examined for how they handled queries from the public and how knowledgeable they were about services across the Council. The assessors noted that agents’ customer knowledge is very good, and complaint levels are very low, with only 10 complaints registered last year and, of those just two upheld.

Inspectors also felt that in spite of a significant drop in staffing and management levels due to savings targets, productivity remained very high and staff presented real commitment to the team.

Leader of the Council, Councillor Jo Lovelock said:

“I am delighted that our Call Centre and Customer Services Team have maintained these two prestigious standards and that Reading’s team is one of only a handful in the whole country to do so. It is a reflection of their continued hard work and dedication to improving customer experience.

She added: “Both reports were incredibly complimentary of the teams and I would like to pass on my congratulations to the whole Customer Services team for their fantastic achievement.”

In the past year, the Contact Centre has handled 286,905 incoming telephone calls, with the Customer Hub seeing 108,440 visitors and 130,813 subsequent transactions dealt with on the first point of contact. They also dealt with 35,919 online transactions and 2,465 Blue Badge applications.


Victoria Nickless

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