Quality?.. or is it just about control?
There is apparently going to be a roll out of the 'Quality call back process'
Its function is to understand what it is like to be a customer of the MPS.
There have been Quality Assurance supervisors for some time now. They occupy offices dotted around the MET.What they do exactly is usually subject of more speculation than whats in Hanger 18.
This call back involves Supervisors calling victims, witnesses and other service users.They will ask a series of questions about services received. They must follow the Quality of Service Principles.
I have no problems with these as they are, in the main,just basic common sense and manners.You tell people who you are, explain what is going to happen next, keep people updated.
The main problem is that one of the principles is 'you find out what people want and provide it.
I know what victims want.
They want their crimes solved, their property back, the suspects caught and brought before a court and severely punished.Despite my best efforts I cant usually provide it.
I might be lucky to drag a number of jobs kicking and screaming to court but what they get at the end is out of my hands.
Quality control 'call backs' will not improve the end result for victims and witnesses.
It is a gimmick in the long running pretence that what we provide is something akin to Marks and Spencer.
I am sure the 'Quality Call back' roll out has kept legions busy in some Directorate somewhere.
It will be a matter of time I am sure before it is considered too expensive and a waste of limited resources. Perhaps a further suggestion that we farm it out to a call centre overseas.As belts are being tightened, budgets squeezed why not seek some form of private finance 'partnership'.
The conversation could run sonething like ... 'Thank you for taking the time in our questions into how Dibble dealt with your case. Now can I interest you in our sponsors latest offer?'
Its function is to understand what it is like to be a customer of the MPS.
There have been Quality Assurance supervisors for some time now. They occupy offices dotted around the MET.What they do exactly is usually subject of more speculation than whats in Hanger 18.
This call back involves Supervisors calling victims, witnesses and other service users.They will ask a series of questions about services received. They must follow the Quality of Service Principles.
I have no problems with these as they are, in the main,just basic common sense and manners.You tell people who you are, explain what is going to happen next, keep people updated.
The main problem is that one of the principles is 'you find out what people want and provide it.
I know what victims want.
They want their crimes solved, their property back, the suspects caught and brought before a court and severely punished.Despite my best efforts I cant usually provide it.
I might be lucky to drag a number of jobs kicking and screaming to court but what they get at the end is out of my hands.
Quality control 'call backs' will not improve the end result for victims and witnesses.
It is a gimmick in the long running pretence that what we provide is something akin to Marks and Spencer.
I am sure the 'Quality Call back' roll out has kept legions busy in some Directorate somewhere.
It will be a matter of time I am sure before it is considered too expensive and a waste of limited resources. Perhaps a further suggestion that we farm it out to a call centre overseas.As belts are being tightened, budgets squeezed why not seek some form of private finance 'partnership'.
The conversation could run sonething like ... 'Thank you for taking the time in our questions into how Dibble dealt with your case. Now can I interest you in our sponsors latest offer?'
3 Comments:
I can think of nothing worse.
Not only will I have so much work to do that I can't get a chance to call people back but on top of that I'll need to justify to management why I didn't call them back?
Oh it makes my head hurt.
Its a joke, its like we are not belived we even talk to victims of crime... oh wait sorry .. customers.
At least you don't have to make the calls yourself. I have to read a script. I feel like a telesales operator.
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