Customer service standards: contact centre
The contact centre for Kent County Council aims to resolve as many queries as possible without sending you on to another team.
We're committed to:
- treating you equally, fairly and respectfully, and doing all we can for you to access services easily
- being open and honest, taking the time to explain why we are taking a particular action, the time it's likely to take, and how the intended outcome will help
- trying to get things right the first time, and putting things right as a matter of priority if they do go wrong
- listening to your ideas, and using your feedback to improve our services
- communicating as clearly as possible, providing alternative formats if required to ensure clarity and understanding.
We do this by:
- acting on the changing nature of contact preferences when accessing our services now and in the future
- ensuring we have systems in place to monitor response times and take steps to improve where we are not meeting agreed timescales
- monitoring first time resolutions, requiring commissioners to set standards for services to resolve issues should they arise
- keeping customers informed of the action being taken and when they might expect a resolution
- monitoring and analysing feedback through a range of mechanisms including Govmetrics and user surveys.
We aim to:
- answer at least 95% of all calls made to our contact centre
- have at least 95% of the people we help rate the service they receive from our contact centre as good
- leave 65% of the people who visit our website satisfied with their experience.
You can also see our quarterly performance report, which shows our targets and achievements.