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.