Investigating the level of customer service provided by a library call-centre

Abstract

This study compared the customer service provided by a library call centre to that provided by traditional libraries, which operate without dedicated telephone staff. The procedure involved anonymously calling five New Zealand Metropolitan Library Networks a total of one hundred times and quantitatively scoring the customer service received. The same actions were taken of Christchurch City Libraries' recently established call centre - the "Finger Tip Library." Statistical measures showed a significant difference in service received from the Finger Tip Library, with the call centre positively outperforming traditional libraries in all categories. There was clearly shown to be something in either the design or operation of the Finger Tip Library that increases the service levels provided to customers when they use their library facilities remotely.