Warringah Council has won first prize in the Government Contact Centre Excellence Awards, which recognise government organisations from across Australia and New Zealand that go above and beyond their duty in a bid to increase customer service and satisfaction.
Warringah Council General Manager, Rik Hart, said he was delighted Council had taken out the top prize and was a finalist in another category.
“This is fantastic news and just recognition for the high quality, high value customer service that Warringah Council provides.
“The ‘Best Government Contact Centre with 30 Full Time Employees(FTEs) or Less’ was the most hotly contested category, with more than 80 federal, state and local government departments across Australia and New Zealand entering.
“Being nominated as a finalist is a magnificent effort from our team, and I would like to congratulate our wonderful customer service staff for consistently striving to produce the best outcome for our customers.”
Peter Bell, Warringah Council’s Group Manager Customer Support and Library Services, said the fantastic result recognised the high value service Warringah’s passionate and highly skilled customer service team delivered to the community.
“The award centred on demonstrating excellence across a range of categories, including high quality information, prompt and timely action on customer requests, and responding to customer feedback by continuing to make improvements to our service.”
The ‘Best Government Contact Centre with 30 FTEs or Less’ category was awarded to the contact centre leading the way with regards to customer relationship management, process improvement strategies and customer feedback strategies.
Mr Hart said Warringah Council had been using the Australian Business Excellence Framework for several years to benchmark Council’s organisational systems and processes with a focus on continuous improvement.
Warringah Council Customer Service processes 42,000 customer requests annually, with 97 percent of enquiries resolved the first time.
