24 February 2012
Call Centre mystery shopper
Top marks were awarded to Huntingdonshire District Council’s call centre in a mystery shopping exercise that measured how well it responded to customers.
The exercise, carried out by Mystery Shoppers Ltd, assessed the quality of telephone calls and emails. A variety of measures were used including their helpfulness, the nature of the query, how the customer was greeted and the professionalism of the calls and e-mails.
There were 18 calls and e-mails monitored during October and November 2011. They achieved 100 per cent in a number of areas for both call handling and e-mails. The e-mail scores were ranked 6th out of 37 authorities and the calls ranked 4th out of 39 authorities.
Councillor Barry Chapman, whose executive responsibilities include customer services said: “It is our priority to provide excellent customer service. The results of the mystery shopping exercise confirm that we are responding positively to our customers. We will be looking to build on our strengths and make improvements, where necessary."