Call Centres : Service Quality Benchmarking Report : 2003 Results PDF Download
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Author: Canada. Citizenship and Immigration Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages : 196
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Book Description
Author: Canada. Citizenship and Immigration Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages : 196
Get Book Here
Book Description
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Author: Canada. Public Works and Government Services Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages : 142
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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Author: Communication Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages :
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Author:
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ISBN:
Category :
Languages : en
Pages :
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Author:
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Category :
Languages : en
Pages :
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Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 0102937184
Category : Political Science
Languages : en
Pages : 88
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Book Description
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 £190 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 £112 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.
Author: Canada. Citizenship and Immigration Canada
Publisher:
ISBN:
Category :
Languages : en
Pages : 72
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Author: Canada. Citizenship and Immigration Canada
Publisher:
ISBN:
Category :
Languages : en
Pages : 146
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