Service Birmingham contact centre staff mark Customer Service Week
City council customers were used to judge a Birmingham contact centres' star performer as part of a series of events organised to mark National Customer Service Week.
Service Birmingham's contact centres based at Fort Dunlop and Waterlinks House, handle over two million customer calls to the city council each year, receiving the four millionth call in September this year.
Contact centre managers collated customer compliments received over the past six months and chose the strongest to identify a star contact centre worker.
Husna Begum, was complimented by a Parimal Thakrar, a caller from Castle Vale who said of Husna: "I wish to say a big thank you to Husna in your call centre. From the out set she was cheery warm, professional and put me at ease with out judging me and also she was empathetic professional and informative - she had my care at heart and I can't thank her enough - staff like Husna are hard to find in this day and age and I am sure she is in line for promotion."
Other events in the contact centres included a quiz to test workers' knowledge on procedures and a whole series of prizes to reward staff who attracted compliments over the week.
National Customer Service Week, organised by the Institute of Customer Services is a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.
Deputy Leader of Birmingham City Council, Councillor Paul Tilsley, said: "Many of the huge amount of calls dealt with by the contact centres come from people who need help, so it's vital that we provide an efficient, easy-to-use service. It's heartening to receive compliments from customers and to see staff always willing to go that extra mile."
Service Birmingham chief executive, Stewart Wren, said: "As well as a bit of fun, these events gave us the chance to reward some of our hard-working employees for their efforts. Customer service week also helped us focus on and celebrate our commitment to excellent front line services to Birmingham's council tax payers. Well done to those involved."
