Case study 2 - London Borough of Newham Contact Centre

In the London Borough of Newham, over 40 per cent of the 254, 000 residents are under 25 years old and more than 100 languages are spoken locally.

The contact centre is responsible for fielding telephone calls from individuals on various aspects of the council's responsibilities, including crime and anti social behaviour, education, housing, refuse collections, parking appeals and fines, citizenship, building control/planning and fly tipping.

Contact centre objective

The key to handling an angry or abusive caller is 'empathy'. Staff are trained to not take any customer's approach personally but instead to empathise with their situation and resolve the problem.

Risk of verbal abuse

Controlling the Risk of verbal abuse

Staff Training programmes

Support systems

Working environment and support

Updated 2022-12-13