Surrey County Council contact centre scoops customer service award (From Elmbridge Guardian)

Surrey County Council contact centre scoops customer service award

2:08pm Monday 7th December 2009

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Surrey County Council’s customer service centre has been recognised as a centre of excellence by the professional body for customer service.

The ServiceMark from the Institute of Customer Service was awarded after a three-month assessment which involved a two-day inspection and interviews with employers from all levels as well as staff and residents surveys.

Simon Pollock, head of customer service, said: “Last year we were rated as one of the top 50 contact centres in the country and this underlines our success.

“We are now going to be using the results from inspection and survey to help us focus on areas of improvement, such as reducing unnecessary calls by looking at alternative ways people can get information such as the website, which is cheaper and available 24/7.”

The county council’s contact centre was set up 10 years ago and deals with 50,000 calls each month with a team of more than 100 staff.

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