Dáil Éireann Debate, Wednesday - 18 June 2014
80. Deputy Éamon Ó Cuív asked the Minister for Social Protection the protocols that have been put in place to ensure a prompt answering of telephone calls made to published lines of the Department of Social Protection to ensure quality customer service; and if she will make a statement on the matter. [26229/14]
View answerMy Department receives in excess of 650,000 telephone calls per month, across its network of Intreo Centres, local offices, branch offices and headquarter buildings. In addition to the telephone service the Department provides a range of contact channels for customers including e-mail, SMS (text), through our website www.welfare.ie and face to face.
LoCall numbers are in operation for the Department’s scheme areas for a number of years. This system works successfully in conjunction with Interactive Voice Response technology to facilitate customers making contact with the appropriate section of the Department, at a low cost to the caller. A call management system is also in place across all headquarter buildings which allows managers to monitor and manage call volumes. It provides a flexible means of managing sudden peaks in customer demand and allows for the active management of calls by way of assigning more staff to the phone lines at peak periods.
Intreo Centres and social welfare local offices also provide a telephone service to customers and in response to increased pressures in recent years, a range of initiatives aimed at streamlining the processing of claims have been put in place. These initiatives, including a dedicated appointment service for jobseekers, aim to ensure that customers are given comprehensive information and advice at the initial stages of their claim thereby reducing the need for customers to contact the Department by phone with follow-up queries.
In order to equip staff to deal effectively with customers, the Department provides training in customer service which includes communicating effectively with customers, effective telephone techniques, active listening and the importance of understanding and empathy. Training courses also include the raising of awareness of disability, mental health and diversity issues relevant to staff and customers.
The Department has a formal comments and complaints procedure in place to allow customers give feedback on the quality of services they receive and customers can report poor customer service by email to qcs@welfare.ie, by calling 1890 66 22 44, online on www.welfare.ie or by writing to Customer Services, Department of Social Protection, College Road, Sligo. All such complaints are investigated and appropriate action taken to address them.
