Catalyst helps customer service centre become even more efficient - LONDON, UK, 28 February 2008 – Customers are receiving a better level of service from Peterborough City Council’s Customer Service Centre following work with Catalyst IT Partners, one of the UK’s leading providers of contact centre and change management consultancy. Catalyst has been working with and advising staff at the Customer Service Centre in Bayard Place, Broadway, Peterborough, to improve performance levels when answering calls in the call centre and when dealing with face-to-face enquiries. According to December’s figures 88 per cent of calls were answered within 20 seconds and only three per cent of calls were abandoned. In August, before work started with Catalyst, 76 per cent of calls were answered in 20 seconds and nine per cent were abandoned. Peter Tetlow, senior consultant at Catalyst IT Partners, said: “The quick turnaround by the Customer Service Centre staff to reduce the number of abandoned calls has been impressive to say the least.