Dear Ministry of Social Development,

I am writing to request information under the Official Information Act 1982 regarding call centre policies and procedures.

Specifically, I request the following information:

The written policies, guidelines, or operational procedures that outline the circumstances under which a call centre staff member may disconnect a call with a client.

Clarification as to whether a call may be disconnected where a conversation is considered “difficult” but the caller remains civil and does not engage in abusive, threatening, or inappropriate behaviour.

Whether call centre staff have discretion to terminate a call in the absence of uncivil or abusive conduct, and if so, the scope and limits of that discretion.

The required procedural steps (e.g., warnings, escalation to a supervisor, documentation requirements) that staff must follow before disconnecting a call.

Details of any training provided to call centre staff relating to:
a) De-escalation techniques, and
b) Call termination protocols.

The official Saturday operating hours for call centre support.

Any policies or guidance relating to:
a) Placing callers on hold near closing time,
b) Managing calls that extend beyond official business hours, and
c) Whether staff are permitted to disconnect calls at closing time if the call commenced prior to closing.

Whether there are policies governing the use of hold and mute functions in situations where a call is approaching the end of business hours.

What policies govern call disconnection when the call centre is experiencing high call volumes?

What can a Client expect if they were to raise a investigation about a call being unfairly disconnected prior to closing time? What steps does MSD take to investigate these situations?

Could you please provide a list of relevant training modules that the Agents have had to take in regards to call de-escalation?

Could you please provide the contents of the relevant training modules such as questions / answers take in regards to call de-escalation?

If possible, I request copies of the relevant policy documents rather than summaries.