The team that provides the gateway to the CSP, by phone, email and through the front door, has been praised for continually improving its service to members and others.
The Society’s enquiry handling unit has been awarded its matrix standard re-accreditation for providing high quality information and advice services. Matrix is the national quality standard for organisations that deliver information, advice and/or guidance on learning and work. Services must demonstrate improvement at a three-yearly assessment in order to be re-accredited. Matrix assessors praised the EHU’s reorganisation of its systems for answering telephone calls and emails, which have meant a speedier response for members in both areas. They found that 95 per cent of calls are now answered within 15 seconds, compared with 87 per cent of calls being answered within 45 seconds three years ago. The assessment team also praised the EHU’s increased focus on achieving customer satisfaction. EHU customer relations manager Roger Hitt said: ‘The people working for the service now have a much clearer idea of where its focus is.’ The EHU is rare in that it provides advice and guidance combined with a front-of-house service, and one of the matrix team’s suggestions for further improvement was to increase members’ awareness of this service.
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