Hearing

Description

Research by KPN (2002) showed that the telephone accessibility of the SOZAWE service could be improved. A call centre was launched within the service in February 2003. On working days, customers (and intermediaries) can ask questions between 9 a.m. and 1 p.m., or be forwarded to their contact person from the Sozawe service. With the call centre, the service aims to achieve a number of objectives: – Improving customer reachability – Adequate handling of most of the orders – Relief of SDs Periodic customer satisfaction surveys check to what extent customers are satisfied with the accessibility of the SOZAWE service. The present study focuses on the satisfaction of call centre staff and SDU staff. Aspects such as the quality of the contact with the customer, the speed of handling and relief of the employees at the SDUs are discussed.

Resources

Name Format Description Link
33 https://data.groningen.nl/sites/default/files/open-data/gehoor-gehoord.pdf

Tags

  • bereikbaarheid
  • sozawe
  • klanttevredenheidsonderzoek

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