Har kommunen gjort fremskridt?

Telemind har igen i år gennemført en landsdækkende undersøgelse af de danske kommuners telefoniske betjening. På baggrund af undersøgelsen kan det konkluderes, at kommunerne i kun 52% af tilfældene håndterer borgernes henvendelser på en effektiv og korrekt måde. Det er et lille skridt tilbage sammenlignet med sidste års 55%. I Danmark skal man altså stadig ringe til sin kommune to gange for at få klaret ét ærinde, hvilket betyder, at kommunerne på landsplan modtager ca. dobbelt så mange opkald som nødvendigt.

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IVR (Interactive Voice response) – three letters with emotional impact

Most people are familiar with the seemingly unending menus enabling companies to direct customers to the right division or employee. However, for whom are these systems valuable? The customers or the companies?

The systems may often be an object of hatred and frustration, but with a little thought you can configure an IVR quite eloquently – you might even make your customers happy!

Can municipalities save money by providing a better service?

Telemind has just completed the most comprehensive measurement of the 98 Danish municipalities’ telephone service, and the answer is clear: YES.

In light of the current investigation it can be concluded that in only 54.9% of cases municipalities handle citizen inquiries in a proper and efficient manner. Moreover, it was shown that all municipalities, to a greater or lesser degree, have the potential to reduce the number of incoming calls dramatically and this is without mentioning the increase in citizen satisfaction.