Procedure for feedback received via Contact Centre, Post, Email (info@...), Webform (gc2018.com), Phone. Receive Assess Record Investigate Respond Review Monitor All Staff STEP 1 Post: Received by Contact Centre. Channel: Email: Received by Contact Post Centre. Email (info@...) Webform Webform: Received by (gc2018.com) Contact Centre. Contact Centre phone Phone: IVR. Specific feedback sent to relevant Function Area. General feedback directed to Contact Centre. Contact Centre Administrator listens to complaint/ feedback. If it cannot be immediately resolved, it enters the feedback management process. Contact Centre STEP 2 STEP 3 STEP 4 STEP 5 STEP 6 STEP 7 STEP 8 Administrator Open case file in online Determine if feedback should Record details of the Advise relevant Function Area Respond to the customer If customer is not satisfied Develop reports based on the system. be managed under this feedback/ complaint in the Lead of the complaint. within designated with outcome, provide advice register for management to procedure or in an alternative system. Determine if case Function Area Lead to assign timeframes. If customer is on opportunities for internal review, monitor trends and manner (see guidelines - needs further investigation. If a Case Owner. satisfied with the outcome, or external review, set corrective actions. Assess) not, go to Step 6. Determine close case in register. appropriate. Report to be sent to if case is high risk and If feedback should be Executive Management Team requires escalation to redirected to an alternative on a quarterly basis. Manager Government agency or organisation to be Coordination (see Feedback managed, refer to GC2018 and Escalation Template). Feedback and Escalation Template) Case Owner STEP 5.1 STEP 6.1 Gather evidence, investigate, For escalated complaints, the make decision on the Case Owner should respond outcome of the case, ensuring to the customer within relevant approvals are designated timeframes. The sought. Case Owner is responsible for closing the case in register, and notifying the Customer Contact Centre that the case is closed, providing relevant details using the Feedback Register template. Manager Government STEP 4.1 STEP 5.2 Coordination If case is high risk, Manager Manager Government Government Coordination, Coordination to be advised of escalates to General Manager the decision. Strategic Engagement and the relevant FA Lead, relevant General Manager and potentially CEO.
Procedure for feedback received via Contact Centre, Post, Email (info@...), Webform (gc2018.com), Phone. Receive Assess Record Investigate Respond Review Monitor All Staff Channel: Post Email (info@...) Webform (gc2018.com) Contact Centre phone STEP 1 Post: Received by Contact Centre. Email: Received by Contact Centre. Webform: Received by Contact Centre. Phone: IVR. Specific feedback sent to relevant Function Area. General feedback directed to Contact Centre. Contact Centre Administrator listens to complaint/ feedback. If it cannot be immediately resolved, it enters the feedback management process. Contact Centre Administrator STEP 2 Open case file in online system. STEP 3 Determine if feedback should be managed under this procedure or in an alternative manner (see guidelines - Assess) If feedback should be redirected to an alternative agency or organisation to be managed, refer to GC2018 Feedback and Escalation Template) STEP 4 Record details of the feedback/ complaint in the system. Determine if case needs further investigation. If not, go to Step 6. Determine if case is high risk and requires escalation to Manager Government Coordination (see Feedback and Escalation Template). STEP 5 Advise relevant Function Area Lead of the complaint. Function Area Lead to assign a Case Owner. STEP 6 Respond to the customer within designated timeframes. If customer is satisfied with the outcome, close case in register. STEP 7 If customer is not satisfied with outcome, provide advice on opportunities for internal or external review, appropriate. STEP 8 Develop reports based on the register for management to review, monitor trends and set corrective actions. Report to be sent to Executive Management Team on a quarterly basis. Case Owner STEP 5.1 Gather evidence, investigate, make decision on the outcome of the case, ensuring relevant approvals are sought. STEP 6.1 For escalated complaints, the Case Owner should respond to the customer within designated timeframes. The Case Owner is responsible for closing the case in register, and notifying the Customer Contact Centre that the case is closed, providing relevant details using the Feedback Register template. Manager Government Coordination STEP 4.1 If case is high risk, Manager Government Coordination, escalates to General Manager Strategic Engagement and the relevant FA Lead, relevant General Manager and potentially CEO. STEP 5.2 Manager Government Coordination to be advised of the decision.
Customer%20Feedback%20Procedure_Contact%20Centre_04.09.2017.docx