7 December 2017
[FYI request #6841 email]
Dear Sam Kerse Reference: 0051001
Official Information Act Request
Thank you for your request of 16 November 2017, asking for the following information under
the Official Information Act 1982:
I wish to receive the number of 'transcribed' and 'manual y reviewed' calls that
have been used specifically for the development of training programmes in the
2016/17 financial year.
ACC records phone calls for the purposes of training and quality. In our contact centres, the
aim is to evaluate four phone calls each month for each call centre representative. There
were 12,874 phone calls evaluated across our Business Customer, Provider, Client, and
Collections and Recoveries contact centres in the 2016/17 financial year (1 April 2016 to 31
Phone calls are not generally transcribed for training or quality purposes. A phone call may
be transcribed if a client requests a copy of a phone call recording and we elect to provide a
transcript rather than an audio copy of the phone cal . This does not form part of our training
and quality process for staff.
In the past, we did not maintain a library of phone calls for use in training programmes.
Phone calls from experienced contact centre staff, or phone calls identified as examples of
good customer service, were selected for use in training. However, the number of phone
calls, and how often the examples were replaced, has not been recorded, and it is not
possible to provide you with an accurate number of phone calls used specifically for training
programmes in the 2016/17 financial year.
We must therefore decline your request, as the information does not exist, or cannot be
found. This decision complies with section 18(e) of the Act.
It may interest you to know that we have recently established a new phone call library with
examples of phone calls that can be used for training programmes. These phone calls are
stored for a three month period and are continually replaced with new examples.
Queries or comments
If you have any questions or concerns about the information provided, ACC will be happy to
work with you to resolve these. Please address any concerns by emailing [email address] or
in writing to Government Engagement and Support, PO Box 242, Wellington 6140.
If you’re unhappy with ACC’s response, you may make a complaint to the Office of the
Ombudsman. You can call them on 0800 802 602 between 9am and 5pm on weekdays, or
write to The Office of the Ombudsman, PO Box 10152, Wellington 6143
Yours sincerely Government Engagement and Support