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Improving customer service…

Published: August 6, 2014

The upturn in CSCS card applications this year is a positive indicator for the construction industry.  However, it has created pressure on the card processing service provided by CITB, which has had difficulty in meeting demand during the first half of 2014.

The first four months saw 136,000 CSCS cards issued, a 26% increase over the same period in 2013, way beyond the forecast growth levels for construction.  Naturally the card service team has been extremely busy, dealing with the increased calls, emails and postal applications and finding the most efficient use of resources.

The team has been expanded, with a new team trained and operational, as well as short-term additional working hours to deal with the volume of emails and postal applications.  These actions resulted in call waiting time halved from May compared to the levels seen between January to April and the time taken to process multiple applications by email and postal applications vastly improved.

People applying for a CSCS card are encouraged to call the contact centre on 0344 9944 777 to obtain their card in the shortest time-frame as once the call has been successfully concluded; cards are usually produced and dispatched within 48hours.

As card applications remain at a high volume, callers should currently expect a wait time of around 4 to 5 minutes but work to reduce this is underway.

Braden Connolly, CITB’s Head of Product Management, commented: “I’m really grateful for the effort that’s gone in to improving the service levels for CSCS, I can feel the difference when I meet with our stakeholders already. It’s rewarding to be congratulated for all our hard work and improved speed of service.”