Customer service standards: contact centre

The contact centre for Kent County Council aims to resolve as many queries as possible without sending you on to another team.

treating you equally, fairly and respectfully, and doing all we can for you to access services easily
being open and honest, taking the time to explain why we are taking a particular action, the time it's likely to take, and how the intended outcome will help
trying to get things right the first time, and putting things right as a matter of priority if they do go wrong
listening to your ideas, and using your feedback to improve our services
communicating as clearly as possible, providing alternative formats if required to ensure clarity and understanding.

acting on the changing nature of contact preferences when accessing our services now and in the future
ensuring we have systems in place to monitor response times and take steps to improve where we are not meeting agreed timescales
monitoring first time resolutions, requiring commissioners to set standards for services to resolve issues should they arise
keeping customers informed of the action being taken and when they might expect a resolution
monitoring and analysing feedback through a range of mechanisms including Govmetrics and user surveys.

answer at least 95% of all calls made to our contact centre
have at least 95% of the people we help rate the service they receive from our contact centre as good
leave 65% of the people who visit our website satisfied with their experience.

You can also see our quarterly performance report, which shows our targets and achievements.