Case Studies

Welwyn Hatfield Case Study

Welwyn Hatfield Borough Council appointed Douglas Stafford as their Mystery Shopping provider in 2009. Their requirement is to continually assess the council’s outsourced Customer Contact Centre including the Switchboard department. Douglas Stafford developed a bespoke programme and report to measure each part of the telephone handling process.

Welwyn Hatfield Borough Council

Our online reporting system provides Welwyn Hatfield Borough Council with fast feedback on individual call results as well as an overview of results by month and by period, allowing their managers to track performance on a daily basis. The facility of being able to stream and download calls from the website enables the results to be used for coaching and training sessions.

A detailed Executive Summary is produced on a quarterly basis and provided to Welwyn Hatfield Borough Council based on the overall findings for the programme.

Project Development

Since the project commenced it has evolved to include the assessment of equality and diversity service levels through on-site visits, foreign language calls and emails. Regular email enquiries are now included into the programme to assess response times and quality of content, ensuring that assessment is made across all of the customer touch points.