DCSIMG

Deaf charity award for contact centre

Cabinet Member Martin Phillips and Contact Centre officer Katie Richardson test equipment to help the hard of hearing PNL-140417-124005001

Cabinet Member Martin Phillips and Contact Centre officer Katie Richardson test equipment to help the hard of hearing PNL-140417-124005001

Work to improve customer relations with people with hearing loss has earned one local authority recognition from a national charity.

Bucks County Council has been congratulated by Action on Hearing Loss (formerly RNID) and its Aylesbury-based contact centre has now been awarded the Louder Than Words charter mark.

The council sent 72 workers on a half-day course to improve techniques when dealing with callers with hearing problems.

Steve Bignell, operations manager for customer contact, is calling on other councils to follow suit.

He said: “Staff felt very engaged. The feedback I received from them was probably the best I have ever had after any outsourced training.”

 

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