Project: Commercial Customer Channel Choice Quantative Study

Reference: CCQS08

Last update: 10/02/2009 15:25:09


- Explore what can be done to reduce call centre traffic
- Discover what prompts calls
- Uncover actions which can be taken by each agency


Qualitative research has been carried out to determine possible solutions to reduce the flow of calls to DfT agency call centres


Derek Carpenter & Simpson Carpenter Ltd
Tuition House, 27-37 St George's Road, London, SW19 4EU
020 8971 0800

Contract details

Cost to the Department: £15,000.00

Actual start date: 30 May 2008

Actual completion date: 30 September 2008

Summary of results

  1. Some of the suggested improvements are relevant to al agencies

    - Actions from all agencies need to be pro-active rather than re-active, recognise the needs of the customers, make them feel valued and increase and improve communication with customers informing them of any changes

    - By doing the above, trust will be installed in systems and as a result contact will reduce

    - To aid those less confident with computers/internet develop a step-by-step guide of how to use the internet services

    - Improve current websites making them easier to navigate and more intuitive

    - Advertise the alternative services available and inform them of the benefits of a telephone alternative