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New Guidance for Contact Centres

27 August 2003

Better Practice Guidance for Government Contact Centres, a new draft guidance document from COI Communications, aims to provide the public sector with a comprehensive overview of the key issues involved in establishing, managing and monitoring an effective contact centre operation.

The guidance draws upon COI’s experiences of setting up contact centres for government and research into how centres are managed in other countries.

Although not mandatory, departments with contact centres will be expected to adhere to this guidance and be able to justify any departures.

Feedback is requested by 31 October 2003.

Further information

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