The
Employers’ Organisation for local government (EO) has the first dedicated HR
resource for local authority call centres to reduce duplication of effort
across the sector.
The
online library provides examples of HR documents such as job descriptions and
career progression frameworks for staff in the centres, which cover a range of
service areas including street services, refuse, environment, social services,
revenues, benefits and general enquiries.
Michael
Webb, futures officer at the EO, said: “The Gershon Efficiency Review has
identified large savings in transactional services and productive time to be
made in local government. This is another incentive for authorities to invest
in contact centres.
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