Contact Centre Good Practises

GOOD PRACTICE GUIDELINES FOR THE ESTABLISHMENT OF CONTACT CENTRES

SECTION 1: INTRODUCTION

KEY CONSIDERATIONS: * The main theme of modernisation: in the consumer age, we are witnessing the evolving ways in which people do business, which in turn leads to changes in how services are delivered. Customer contact is moving beyond traditional channels to include telephone, e-mail, web and mobile. As people experience efficient service in the private sector and some government agencies, they are becoming less tolerant of inefficient service in some areas of the public sector * The need for government bodies to apply a customer-focused approach to citizen contact * The benefits of a contact centre: helping to deliver an improved service to citizens and generate strategic advantage to the organisation * A contact centre: what it is not, plus the potential pitfalls of establishing a contact centre channel |

With the arrival of the consumer age, we are witnessing the evolving ways in which people do business. This is resulting in changes in the way services are delivered. Customer views about the future are clearly expressed. They want:

* choice in how and when they access services;

* quick and efficient delivery of services; and

* to deal with organisations that are helpful and informed.

Customer contact is moving beyond traditional delivery channels to include telephone, e-mail, the web and digital TV, with the telephone still being the first channel most people choose. As people are increasingly experiencing good service in the private sector and many government agencies, they are becoming less tolerant of inefficient service in some areas of the public sector. The challenge this presents to the public sector is how to enhance customer perception and the value the public places on the services offered.

This is the precise theme of the Government's vision to modernise the way the public sector delivers policies, programmes and services. Under...