Tax collector’s office celebrates customer service week
Article published on Wednesday, Oct. 17, 2007 |
PINELLAS COUNTY – Tax collector employees released results of a two-year effort to reduce average customer wait time during National Customer Service Week, Oct. 1-6.
Average wait time has been decreased from just over 11 minutes to 6.5 minutes, which saves more than 70,000 hours of wait time for the nearly one million walk-in customers that visit the tax collector’s office each year.
The Tax Collector used an electronic greeting system called Q-Matic to track customer wait time and direct them to the next available customer service counter. Conference time, which is the time needed to complete their business transaction, was also tracked for their nearly one million customers annually, and it remained at just over twelve minutes.
“The conference time report was just as significant for our customers, since it means we didn’t achieve a lower wait time by rushing them when they got to a service desk”, said Diane Nelson, Pinellas County Tax Collector, “We didn’t sacrifice patient and professional service to reduce wait time.”
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Article published on Wednesday, Oct. 17, 2007
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