Source: Porirua City Council
The positive customer experience you get when contacting Porirua City Council has been recognised with a national award.
On 16 November, the Council’s customer services team was recognised by the Association of Local Government Information Management (ALGIM) as the top in New Zealand and Victoria (Australia), beating out 80 other councils’ contact centres.
The winning score for Porirua came after a mystery shopper placed three phone calls and sent three emails at various times – morning, lunchtime and afternoon – on different days. The categories from the mystery shopper to mark included first impression, communication skills, problem resolution, and knowledge.
Porirua City Council chief executive Wendy Walker says the contact centre’s overall score of 95 per cent from the shopper was outstanding and reflects the work put in by our customer representatives.
“It’s a credit to our staff – they are able to balance professionalism and friendliness in order to get a problem solved or the question answered,” she said.
“Considering the sometimes-complex questions they get thrown at them, I’m proud of the way they go about their day.
“There is outstanding leadership and good practice among these staff, who operate effectively and efficiently, so I’m glad they’re receiving this recognition from ALGIM.”
Porirua mayor Anita Baker says it is a tough time for councils, with regular criticism from the public on various issues, and the contact centre is often the front line.
“It can’t be an easy task sometimes, but I know we have amazing people, who have the best interests of our residents at heart. To hear a friendly voice when you call, or get a professional response when you email – it’s what has to happen in the world we live in now. We’re lucky with our contact centre staff in Porirua.”
