Service Birmingham contact centre wins prestigious award
A Birmingham customer contact centre that deals with over two million calls a year has been awarded a top industry award - for the second year running.
Service Birmingham's contact centre, based at Fort Dunlop and the B1 Building, handles customer calls to Birmingham City Council and has been awarded the prestigious Customer Service Excellence (CSE) Standard by the Government.
Service Birmingham took over responsibility for handling the council's contact centre in February 2010 from previous contractor, Vertex.
The CSE Standard is an elite accreditation covering five key criteria and awarded to organisations that:
- Demonstrate an in-depth understanding of customers
- Build a customer-focused culture
- Provide information to customers that is accurate and detailed
- Deal effectively with problems that arise
- Show standards and targets for dealing with customers are measurable.
As part of an in-depth 65 page report, a Customer Service Excellence assessor stated: "Managers and staff across the contact centres are completely focused on delivery of an efficient service that is monitored closely, and where staff are rewarded appropriately and encouraged to become increasingly involved in identifying improvements that enhance accuracy, timeliness, accessibility and choice. The report continues: "This service has demonstrated its continuing commitment to the principles of Customer Service Excellence to remain accredited to the Standard."
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Established in 2006, Service Birmingham is a joint venture between Capita PLC and Birmingham City Council. As well as the contact centre, the company runs the council's ICT function and helps drive forward its award-winning Business Transformation programme. It also took over responsibility for Birmingham's Revenues department (Council Tax collection processes) in April 2011.
Service Birmingham's contact centre handles enquiries for the following Birmingham City Council services:
- Waste collection
- Revenues (Council Tax)
- Housing repairs
- Environmental Health
- Parks Service
- Council complaints, comments and compliments
- Highways
- Neighbourhood offices
- Recruitment enquiries
- Birmingham Anti-Social Behavioural Unit
- Elections enquiries
- Neighbourhood advice
- Out of hours homecare
- Skip service
- Private sector housing
- Emergency Duty Team
- Councillor enquiries
For more information on the Customer Service Excellence accreditation visit www.customerserviceexcellence.uk.com
