FOI request details

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Request

Subject: Contact centre training

Reference: WBC-FOI-00611

Please can you confirm what training is offered whether mandatory or optional, to your frontline contact centre/call centre staff who are answering calls/responding to emails.

Response

Full Disclosure - 27 February 2023

Customer services

Specific Service training for the services where frontline contact is handlined in the corporate contact centres, training is delivered using in house resources. This training covers both system and policy/theory.

These services are

1. Concessionary travel

2. Council tax

3. Electoral services

4. Energy rebate

5. Highways and street scene

6. Housing Benefits

7. Parking permits

8. Parking PCNS

9. Planning support

10. Registrar (birth, marriages, and Deaths)

11. Richmond card

12. Trees, parks, and open spaces

13. Waste and recycling

14. General switchboard

In additional call handling and effective listening training is also delivered in house

Optional training for officers is delivered via our corporate HR learning and development team which include

  • Neurodiversity awareness

  • Mental health awareness

Please note that our responses were accurate to the best of our knowledge at the time of release, and have not subsequently been updated. This information should be considered an historical record only.