A London council providing care and services to their local community.
The Royal Borough of Greenwich Council recently implemented a new contact centre and needed to establish an initial set of base data to benchmark the contact centre’s performance and measure changes within over time.
It was imperative for the Council to determine customer service levels, adherence to operator call standards and response times.
Fast Track Solutions designed a response template and adapted 20 different mystery caller scenarios. Call recording was implemented to ensure the Council had complete visibility of all conversations.
Samples were taken across a variety of services (including waste disposal, street scene, mobility and parks) over a period of four weeks. Six measures were taken in each including the greeting, call length and how well the enquiry was handled.