Customer Service and Operations
Telephone services
- Almost 25% of our customers are very satisfied with speed of answering
calls
- Courtesy and helpfulness of telephone personnel was rated extremely
highly (60% very satisfied, 37% satisfied)
- Dissatisfaction with Telephone Services dropped dramatically (down
from 10% to just 1%).
- We have introduced a new processing system to speed up call handling.
- We have recruited and trained 100 new staff to cope with the extremely
high demand (on average 14,000 calls each working day).
- We have extended the hours of service to reduce call waiting times
at peak hours.
- We will be investing in a new call routing system to connect customers
immediately to the first available operator in any of the nine call
centres or advise of the current waiting times.
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