Our telephone culture has improved

“It should be a part of your telephone culture to answer a call to a colleague and offer your own help. Alternatively we offer the customer to leave a message to a specific colleague and promise that he will call back. This will be the culture in Vejdirektoratet within one or two years, I think, because of the attention given to the project.”

Kenneth Meyer, Internal service manager, The Danish Road Directorate.

The Danish Road Directorate applies standards of excellence as part of the manager’s performance pay and Telephone Service Measurements determines whether or not the standards are met.