2024 will bring further enhancements to the chat service, highly valued by Job Market Finland’s customers
- News
Customers are pleased with the service offered in the chat channels of Job Market Finland by the Customer Service Centre of the employment and economic development administration, as the average grade of customer feedback is four on a scale of one to five. More than half of all customers gave the service the highest possible grade.
TE Customer Service Centre is committed to developing its services. In 2024, it will carry out a number of measures to maintain and further improve the excellent quality of its chat and other electronic services as well as its telephone services.
Unexpectedly fast and effortless chat service
In 2023, the customers of Job Market Finland’s chat services for individual and corporate customers gave almost 6,500 reviews in total.
– We have noticed that customers want to ask questions in the chat. They are even somewhat surprised at the speed with which they receive advice. Some customers want to make sure they are definitely dealing with a real person. Job Market Finland uses the Tarmo chatbot, which provides general advice. Meanwhile, in the E-services chat at Job Market Finland, the customer has the opportunity to talk to us while logged in to the service. There we can provide more personal advice on how to use the service. It is a good idea to contact us through chat when you have a quick and simple question. In any other case, we encourage you to contact the telephone service, says Jari Tauriainen, service specialist at the TE Customer Service Centre, who works with chat services.
- Thank you so much. Excellent customer service, expertise and professional skills, says one customer of the chat service in the TE Customer Service Centre’s customer feedback survey.
In the survey, customers were grateful for the friendly, knowledgeable and fast service. Customers who gave a lower grade wanted more clarity, personalised attention and a higher level of service willingness from the customer service. They also requested improvements in the technical features of the service and inquired about the possibility of a chat service in English.
Job Market Finland's Tarmo chatbot has proven to be popular. In 2023, customers had 36,576 discussions with it. Tarmo is constantly evolving, and in the future it will be easier to switch from the chatbot to talking with an advisor.
Numerous actions are carried out to ensure the quality of the service offered by TE Customer Service Centre
In 2024, the TE Customer Service Centre will transition from feedback campaigns to a system of collecting continuous customer feedback. Nevertheless, the year starts off with the traditional approach of fixed-term campaigns. The TE Customer Service Centre’s first customer satisfaction surveys of spring 2024 include surveys on the Personal Customer Service, Enterprise Finland Telephone Service and the Financial Guidance for Entrepreneurs service.
The focus for this year’s collection of customer feedback and quality development will centre around the theme of creating empathetic and appreciative interactions. The theme has been inspired by the TE Customer Service Centre’s strengths and matters that have been valued by customers. Empathy and appreciative interaction applies to encountering both customers and colleagues. Training on this topic will be organised for TE Customer Service Centre experts.
– We are constantly working to improve customer service. We measure quality through a continuous collection of feedback, and a quality group that meets several times a year defines the objectives and methods for maintaining and enhancing quality. A quality manual has also been prepared to support the quality work of the service. We are also developing the measurement of customer satisfaction through automation as part of the KEHA-Centre’s digital development programme, says Stefan Strandberg, Director of the TE Customer Service Centre.
TE Customer Service Centre assists you via phone, chat, e-mail and social media
The national Customer Service Centre of the employment and economic development administration manages the information, advice and guidance services of public employment and business services. These include TE telephone services, the Enterprise Finland Telephone Service and the Financial Guidance for Entrepreneurs counselling service. You can access the services via phone, chat, email, social media and other electronic means of communication.
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Yrittäjän talousapu counselling service (ely-keskus.fi)
Contact us
Stefan Strandberg
Director
stefan.strandberg@ely-keskus.fi
TE Customer Service Centre