Corporate Contact Centre, Analysis of Complaints 2007/8
During 2008/2009, the Corporate Contact Centre received
Complaints
- 33 Complaints received
- 23 from members of the public
- 27% of complaints were responded to on the same day
- 30% were responded to in 3 days
- 43% were responded to within 28 days
You Said…
A complaint was received from one of our Residential Homes in relation to an incident involving their City Wide Alarms Service.
We Did…
Usually, such complaints are dealt with by letter. However, due to the nature and complexity of the complaint, a Customer Service Manager and a Senior Manager from the City Wide Alarms Service visited the Residential Home involved to further investigate the problem.
This approach received such positive feedback from the Customer and Home that we have decided to offer all Customers with a complaint a personal visit.
After resolving to their satisfaction the problem, we then went on to support the Manager of the Residential Home with their need for a Business Continuity Plan, and also attended a Meeting with Staff and Residents at the home to explain our commitment to provide them all with excellent customer service and ensure that their confidence in our service was restored.
You Said…
That the staff atitude and customer service standards of City Wide Care Alarms could be improved.
We Did…
Completed a full review of the City Wide Care Alarms service and introduced a comprehensive training programme for all Staff, including:
- Alzheimer’s awareness
- Safeguarding
- Customer service training and workshops
This has improved the quality and consistency of the service provided to vulnerable adults, and resulted in improved customer satisfaction and feedback. We've also undertaken a full staffing analysis and recruited more staff for the service.
Staff have been given intensive Customer Service training and are receiving ongoing support in order to ensure we are developing a workforce who are fully skilled, and able to provide an effective and consistent customer service experience.
Comments/Suggestions
- 11 comments/suggestions received
- 9 from members of the public
- 2 from internal customers
You Said…
A comment was made saying that the information given by Customer Services Agents relating to Heads of Service is out of date.
We Did…
We conducted a thorough investigation of the resources and tools used by Customer Service Agents to ensure that all data is accurate and current. We also placed a new page on the SCC website giving the contact details of Managers at the Corporate Contact Centre.
You Said…
Several Customers said that they had had difficulty contacting Electoral Services, spending too long holding in a queue.
We Did…
Increased the resources available to answer customer queries, reducing waiting times and giving a more prompt and consistent service to customers. An improved training programme was introduced to ensure that all Customer Services Agents were capable of assisting members of the public with all Electoral Customer Services enquiries.
You Said…
That our Customer Surveys contained questions that were'nt relevant or could be phrased differently.
We Did…
We've developed a new customer satisfaction survey, revising the questions and options to make it easier for Customers to answer, and which will also give us a better analysis of their experience with the Corporate Contact Centre.
Compliments
18 compliments have been received from external customers
Examples from the City Wide Care Alarms Service
Fell down and broke my hip. Pressed my pendant and call centre got in touch with my daughter and the lady next door.
Fell down and CWCA sent someone out straight away.
When I fell the paramedics came straight away.
I couldn’t get into bed and pressed my button and a neighbour came round to help me. I wish that I’d had it earlier when I felt ill walking down the hallway. I had to lower myself to the floor, pull a coat on to me and lay there all night until help came in the morning.
I’ve talked my neighbour into having one now.
Would like to say a big thank you to the people in the call centre
Excellent service
Staff are wonderful
Nothing to improve upon
Always do what they say they will
Compliments about our Day Time Services
Very helpful and cheerful, felt great talking to him, made me happy and brightened up my day.
Wanted to pass on this compliment to a manager, Sue is a lovely lady who handled the call extremely well. Thanks you very much.
Very efficient and all doing a great job down at the CCC.