Customer service centre annual reports

Customer access channel annual report 2023-2024

Customer service centre contact figures

Our customer service centre answered approximately 181,000 telephone calls in the financial year 2023-2024.

The customer service centre answered 79% of all the telephone calls they received.

The customer service centre also dealt with approximately:

22,000 emails
1,200 live chats
14,000 web forms
800 social media contacts

Customer service centre wait time

In 2023-2024 the average time it took the customer service centre to answer a telephone call was three minutes and thirty-four seconds.

Customer service centre annual complaints report 2023-2024

Customer service centre complaint volumes

During 2023-2024 the total volume of complaints (all outcomes) received relating to the customer service centre was 19.

Complaint outcomes

Of the 19 complaints received:

12 were not upheld.
Five were partially upheld.
Two were fully upheld.

Customer service centre complaint reasons

With complaints about a customer service assistant, we reviewed the contact in depth with the staff member. We put development plans and service improvements in place as necessary.

The complaints upheld or partially upheld are:

Complaint about the way the call was handled. The customer felt the call handler was difficult to communicate with and was rude. We apologised for the experience encountered and advised training would be put in place to ensure that all our team members understand the importance of adapting their communication tone appropriately.
Complaint about the call handler giving a poor service and talking over the customer. The customer service centre put together a development plan for the call handler.
Complaint about the booking system for weddings is down. The ceremony team were able to take bookings over the phone, but the call handler said this was not possible. We apologised and the ceremony was booked. Two separate complaints were received about the same problem.
Complaint about a data breach due to information being sent to a customer in a response from the customer service centre. The senders email signature invertedly had an imbedded picture of another customer's email. This was raised with information management and the officer's signature was deleted.
Complaint about the IG department not being on the main phone line and when holding to speak to someone, they were cut off. We apologised the call was disconnected and confirmed this wasn't human error.
Complaint about calling Norfolk County Council twice and being cut off both times. Customer Service Centre manager confirmed there were technical issues the day of the call which explains why she was cut off.

Blue badge and concessionary complaint volumes

During 2023-2024 the total volume of complaints (all outcomes) received relating to the blue badge and concessionary was 28.

Blue badge and concessionary complaint outcomes

Of the 28 blue badge or concessionary complaints received in 2023-2024:

26 were not upheld.
Two were partially upheld.

Blue badge and concessionary complaints reasons

We assessed complaints about blue badge or concessionary customer service assistants. We reviewed the contact in depth with the staff member. We put development plans and service improvements in place as necessary.

The complaints upheld or partially upheld are:

Complaint about the blue badge team not supporting the customer when making his application, by not considering his disability which makes it more difficult for him to apply. Blue badge team should have used their discretion to accept his nonstandard application. However, the badge was issued in published timescales.
Complaint about the response a customer received to their blue badge application, as they felt it showed an ignorance to autism and autistic behaviour. Information, advice and support was provided, and the blue badge team made contact with relevant professionals directly once consent received.