A new survey has revealed inconsistencies in service level targets at council contact centres. The survey, by Rostrvm Solutions, revealed that less than half (43%) of contact centres surveyed had targets for returning calls, and while 78% had interactive websites for handling queries, only one-quarter had a target for responding to Internet inquiries. But the survey also found local government customer service centres are leading the way in multi-media access, with 90% of those surveyed having at least one alternative to the telephone.
