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GOOD PRACTICE GUIDELINES FOR THE ESTABLISHMENT OF CONTACT CENTRES
FOREWORD
Having visited a number of call and contact centres operating in the Scottish public sector I have seen first hand the positive difference a well-run contact centre with well-trained, motivated staff can make to the customer experience. Unfortunately in my private life my experience of dealing with call centres in both the public and private sectors has not always been so positive and that is why I am delighted to be able to introduce these good practice guidelines to you.
The guidelines give clear descriptions of the many areas that must be considered before a commitment is given to establishing a contact centre. They will be a useful tool for those who are currently considering whether a contact centre will help them to meet their customer's needs and those who have already taken the first steps in developing a contact centre strategy as part of their modernising programme.
The modernised public sector the Scottish Executive wants to see is one designed from the viewpoint of the customer - meeting people's needs in ways that are convenient for them. And that means all the citizens of Scotland, particularly those currently most excluded, who are often the most vulnerable members of our community, and the ones most in need of our services. Contact centres clearly have an important role to play in realising this vision and I commend them to you.
Andy Kerr, MSP
Minister for Finance and Public Services
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