Contact Council WebNews
Extension of Ministry of Justice Helplines survey
1st Feb: The Ministry of Justice have extended their on-line Helplines survey (previously open to central government bodies) to local government and the voluntary sector. The information from the survey will form a key part of the evidence base for the strategy to improve the coordination of helplines that the department is developing. The department therefore encourages local authorities and voluntary organisations to complete the survey by 28 February. On average it takes about 20 minutes to complete the survey – organisations can register at www.helplinesurvey.org.uk [External website]. Further details are available from Hannah Dent who can be contacted on 0207 210 8782 or at hannah.dent@justice.gov.uk.
PMF submission template available
3rd Jan. The latest PMF submission template is available. This template should be used by contact centres for their Q3 (Oct-Dec ’07) PMF submissions which are due by 31st January.
Latest PMF published
28th Dec. Today the Contact Council publishes the latest version of the Performance Management Framework (PMF) for contact centres. The framework was updated following a dry-run test of PMF submissions from local and central government contact centres in October and feedback from several follow-up workshops in November and December.
CCA Award win for public sector teams
30th Nov: The winners of the Customer Contact Association’s Excellence Awards for 2007 were announced at the CCA Annual Convention and Gala Dinner in Edinburgh. Public sector contact teams performed well with winners and commendations in the following categories:
Nick Worboys of HMRC won the Individual Achievement Award
– Team Leader category.
Christine Daly, Cardiff Council was highly recommended in Team Leader category with Mike Smith, also of Cardiff Council highly recommended in the Customer Services Representative section.
Kathleen Silvestro, HMRC won the Manager of the Year award with the judges stating:
she is “clearly a team player and displayed excellent managerial and people skills”
Anne Marie Forsyth, Chief Executive of CCA, said:
“We were overwhelmed by the quality and quantity of entries for these awards which are strong reflection of the industries commitment to high standards of professionalism. Both the judges and myself were vastly impressed with the exceptional standard of entries, every single submission was of a commendable quality.”
Public sector contact centres win industry awards’
1st October: Public sector contact centres collected a number of awards at the recent ECCF awards ceremony.
DVLA Swansea won the Best Improvement Strategy, seeing off 5 private sector competitors. Well done to Noel Shanahan (Customer Services Director), Ian Broom (Manager of Contact Centre) and their team for their tireless efforts in improving the customer service provided from the Swansea centre.
HMRC Bathgate Contact Centre won the Judges Special Award for their delivery of an exceptional level of customer focus. The judges noted that the whole site delivered to customers from their ‘heart’. Well done to Nick Lodge (Director of Contact) and Linda Maslen (Manager of Contact Centres) and their team at HMRC for their excellent achievement.
‘The judges felt that the passion for customer service, the grit, the determination, the sheer spirit displayed by its staff, is simply awesome.’
‘HMRC provides an excellent quality of service in sometimes difficult circumstances. Whilst Bathgate does have some constraints due to it’s civil service status, we felt that what you do with what you have deserved particular mention and was something special. The operation is well run and the judges were struck by the heart that was evident in our visit – we really got the feeling that everyone cared for the people you serve and that you go out of your way to make a positive difference.’ – Judges’ report
Kathleen Silvestro – HMRC Bathgate Contact Centre - was awarded Contact Centre Manager of the Year, beating competition from Yorkshire Water, Norwich Union Direct and several other private sector organisations.
‘This individual’s remarkable capabilities, inspirational leadership and success won the day.’ – Judges’ report
