23 - Repairs management centre provides top customer service

The photo shows call centre employee Joanne Poskitt at the repairs management centre.

Dudley Council’s repairs management centre has retained its call centre accreditation for best practice from the customer contact association for the fifth year running.

The call centre, which was highly commended for the best use of technology at the European call centre awards last year, was assessed on the 14^th January 2008 against the customer contact association’s global standards.

The customer contact association is the independent professional body for the call and contact centre industry, which has over 600 public and private sector members. Their aim is to promote best practice and professional development through a wide range of benefits and services. The assessor commented about the council’s call centre, saying ‘there is a strong commitment to customer service supported by an effective internal communication process.’

Councillor Michael Evans, cabinet member for housing, said:

‘Dudley Council’s housing services puts customers at the heart of everything we do and that is why it is important that we run a professional and well equipped call centre. Our tenants see our contact centre as their main point of contact and they want to be sure that their enquiries are dealt with quickly and efficiently. I am proud of our call centre staff and am glad that they have received this public recognition.’

News Release Contact Information

Name:	Ian Gardner
Telephone:	01384 2113
Email:	ian.gardner@dudley.gov.uk

Name:	Julie Sheldon
Telephone:	01384 815727
Email:	julie.sheldon@dudley.gov.uk

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