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Council dials up the quality of its Call Centre service

Date issued: 25 January 2018

New figures released today show that customer satisfaction levels with Colchester Borough Council's Call Centre continue to increase.

As the council's call centre is getting ready for accreditation, customer satisfaction is on the rise and is hitting an all-time high of 96% satisfaction.

The survey results also showed that 96% of customers said the person they spoke to was professional and polite, a 4% increase on the previous survey and 93% felt that their call was answered in a reasonable time, up from 88% last autumn.

Cllr Beverley Oxford, Portfolio Holder for Customers, said: "We are committed to providing the best possible service to all of our residents and I would like to thank customers who provided feedback by taking part in this survey.

"I am delighted to see the steady increase in positive feedback about our Call Centre, which really shows the high-quality telephone service that we provide to the people of Colchester.

"I would like to congratulate our customer service staff, who I know work hard to do the best job they can for each caller. We will not be resting on our laurels and are determined to continue enhancing the service we provide."

These results were taken from 587 completed surveys. The number of respondents has been steadily rising since September 2016, when 490 people gave their feedback.