https://insidedvla.blog.gov.uk/2016/02/23/life-in-dvlas-contact-centre/

Life in DVLA's Contact Centre

DVLA’s Contact Centre is the interface between us, the organisation and you, the customer.  There’s loads of really useful information on GOV.UK  and most people will be able to find what they’re looking for there.  But every year we still get around 27 million calls, so plenty for the 1,100 of us who work in the Contact Centre to keep us busy!

Take yesterday (Monday 22 February) as an example.  We spoke to almost 60,000 people, with 99.9% of calls answered in under 5 minutes.  We also answered a further 16,331 calls using the information available on our Interactive Voice Response system.  Pretty impressive stuff.

The queries range from helping someone to tax their vehicle or apply for a driving licence to transferring their personalised vehicle registration number.

But don’t just take my word for it

We hold the Customer Contact Association Global Standard 6. This means that when a customer has a query for the DVLA, they can expect it to be listened to, answered quickly, correctly and of course, politely.  For staff, this means that they have a high standard to strive for and maintain.  I’m proud to say that our staff are fantastic at meeting and exceeding this goal.

The challenges we face as a public service are many; we speak to people at all stages of their lives with all types of queries.  Our goal is to make sure that the customer receives the information they want, quickly, accurately and honestly.

We’re constantly looking at ways to improve

This will ensure that the service we give is the best it can be. How do we do this?  We listen.  We listen to what customers say to improve our services, we listen to our stakeholders and we listen to each other.

We’ll shortly be launching web chat to give customers another option of how these choose to get in touch.  We’re also looking at bringing in speech analytics, which will look at the patterns in the questions that customers ask to establish if there are common words.

Why?  Quite simply, the more information we have about what matters to our callers helps us make sure our answers solve the problem in the quickest, clearest way possible.

 

For more information about our Contact Centre read our previous blog.