TE Customer Service Centre’s year 2022 was full of changes and development

In spring 2022, online TE services were transferred from te-palvelut.fi to Job Market Finland, and the TE Customer Service Centre introduced a new chatbot platform. The unemployment security advice service successfully piloted a strong identification tool last year, and the tool remains in continuous use. In addition to the national guidance service, 21 regional actors now support entrepreneurs in their home region due to the development of the Yrittäjän talousapu counselling service. Demand for the TE Customer Service Centre’s services has stabilised over the past two years after the busy year 2020. On the other hand, demand for the telephone service for Russian speakers has increased with the arrival of Ukrainians fleeing the war. More experts have been hired to respond to this demand.

New chatbot complements other service channels

“In 2022, we introduced a new chatbot, and online TE services were transferred to Job Market Finland. Now our customers see the service queue’s status in real time on Job Market Finland. The TE Customer Service Centre is also responsible for responding to Job Market Finland’s customer feedback. In addition to the strong identification introduced last year, we will pilot screen sharing in the advisory services concerning customers’ electronic services. As we develop traditional service channels and our expertise and utilise new technical solutions, customers will continue to be satisfied with our services. Competence and expertise are the cornerstones of our services. Changes are constantly taking place, and our experts must maintain their competence,” says Stefan Strandberg, Director of the TE Customer Service Centre.

Customer feedback continues to be excellent

In 2022, the TE Customer Service Centre’s experts were again rated excellent by customers.

“We collected feedback on our service from customers of the TE Customer Service Centre’s telephone services and chat during last year. They were asked through a message how well we managed to serve them on a scale of 1–5. Customers were also allowed to give written feedback. Our goal is an average score of 4 and a response rate of 80%. We have exceeded these goals clearly. The average score given by customers for service was 4.6, and the response rate was 82 %,” says Strandberg.

More than 20,000 TE Customer Service Centre customers participated in giving feedback. The theme for the collection of customer feedback was meeting the customer’s emotional state, which was successfully accomplished according to the feedback.

“I received clear instructions in a friendly tone,” said an E-services chat customer.

“Strong identification was easy and quick. I managed to resolve my matter,” said a customer using strong identification in the unemployment security advice service.

“The call back service was really fast! A professional, articulate and encouraging adviser. I quickly received the necessary information, links to the right places and more trust in myself and my business idea. Thank you so much!” praised a customer of the Enterprise Finland Telephone Service.

“Very good service. I often find help in challenging situations when my Finnish skills are not enough to solve difficult issues. I thank the talented advisers for their help,” said a customer of the TE services for Russian speakers.

Quality assurance and the strengthening of experts’ competence are behind excellent customer feedback

The TE Customer Service Centre allows space for strengthening expertise. Experts have plenty of time to orientate themselves both alone and in small groups. In autumn 2022, the organisation’s joint development meetings were held onsite for the first time in a few years. Based on customer feedback, the strong expertise of advisers is highly appreciated.

The TE Customer Service Centre will continue to measure customer satisfaction and utilise feedback in the development of operations. The theme for the collection of customer feedback in 2023 is to strengthen the expert’s own competence. The theme focusing on competence was selected due to continuous legislative changes.

What does the TE Customer Service Centre do?

The employment and economic development administration’s national customer service centre manages information, advice and guidance services for public employment and business services. These services include TE telephone services, the Enterprise Finland Telephone Service and the Yrittäjän talousapu counselling service. The services are available through telephone, chat, email, social media and other electronic means of communication. The TE Customer Service Centre’s services are available in Finnish, Swedish and English, and it also serves personal customers in Russian. The TE Customer Service Centre operates as a unit separate from the areas of responsibility at the ELY Centre for South Savo, and the experts work in multiple locations around Finland.

Contact us

Stefan Strandberg
stefan.strandberg@ely-keskus.fi
Director
TE Customer Service Centre