Pictured: Husna Begum
City council customers were used to judge a Birmingham contact
centres' star performer as part of a series of events organised to
mark National Customer Service Week.
Service Birmingham's contact centres based at Fort Dunlop and
Waterlinks House, handle over two million customer calls to the
city council each year, receiving the four millionth call in
September this year.
Contact centre managers collated customer compliments received
over the past six months and chose the strongest to identify a star
contact centre worker.
Husna Begum, was complimented by a Parimal Thakrar, a caller
from Castle Vale who said of Husna: "I wish to say a big thank you
to Husna in your call centre. From the out set she was cheery warm,
professional and put me at ease with out judging me and also she
was empathetic professional and informative - she had my care at
heart and I can't thank her enough - staff like Husna are hard to
find in this day and age and I am sure she is in line for
promotion."
Other events in the contact centres included a quiz to test
workers' knowledge on procedures and a whole series of prizes to
reward staff who attracted compliments over the week.
National Customer Service Week, organised by the Institute of
Customer Services is a week long opportunity to raise awareness of
customer service and the vital role it plays in successful business
practice and the growth of the UK economy.
Deputy Leader of Birmingham City Council, Councillor Paul
Tilsley, said: "Many of the huge amount of calls dealt with by the
contact centres come from people who need help, so it's vital that
we provide an efficient, easy-to-use service. It's heartening to
receive compliments from customers and to see staff always willing
to go that extra mile."
Service Birmingham chief executive, Stewart Wren, said: "As well
as a bit of fun, these events gave us the chance to reward some of
our hard-working employees for their efforts. Customer service week
also helped us focus on and celebrate our commitment to excellent
front line services to Birmingham's council tax payers. Well done
to those involved."