Driving quality through contact centre services

The contact centre provides a vital service to our citizens – from HM Passport Office making sure a family gets passports in time for their holiday, to Money Advice Service providing free and impartial support at difficult times in people’s lives. 

As the way citizens want to interact with public services evolves, so must the contact centre. 

For this reason, we hold regular Public Sector Customer Forums, allowing those who deliver contact centre services to come together and share best practice with colleagues across the public and wider public sector. 

Latest from our customer forum

Our latest Forum took place in October 2019, with speakers addressing the theme of ‘quality’. Our speakers included: 

  • HMPO delivered a presentation examining how using our framework helped improve their customer experience.
  • Department for Education spoke about how they used our framework to deliver their, ‘GSA Public Sector Project of the Year’ nominated, ‘Get into Teaching’ information service that increased service efficacy and value for money. 
  • DWP held a Q&A around the DWP’s contact centre strategy, the lessons learned from their recent procurement and a look ahead to what the future holds.

The presentations demonstrated how CSS’ framework is being applied in the real world – bringing to life how it optimises services, drives commercial value and enhances customer engagement. 

What our customers say

“Really useful. I thought the supplier approach using customer case studies was really clever.”

“An opportunity to learn from others, listen to real case study presentations and network with other government departments.”

“It was great to see that you have developed such a collaborative network. I found it really beneficial to hear about customer experiences, it was a fantastic learning experience and everyone was so welcoming.”

Get in touch

To learn more about our Contact Centres framework, visit our webpage where you can download our whitepaper and procurement toolkit. 

If you would like to register your interest in our next customer forum, simply get in touch, quoting ‘contact centres’ in the comments box.