Delivering effective services through contact centres

Delivering effective services through contact centres

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This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent Ap190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300, 000 e-mails, 30, 000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out Ap112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.Examples of customer journeys through the Departmenta#39;s contact centres All costs have been determined as if calling from ... What service does the contact centre provide and at what cost to ttie customer? ... He finds his local Jobseeker Direct (0845 606 0234) and Jobcentre Plus (0845 602 0265) telephone numbers in theanbsp;...

Title:Delivering effective services through contact centres
Author:Great Britain: National Audit Office
Publisher:The Stationery Office - 2006


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