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  • Performance of the contact centre for Work and Income
    • Summary
    • Part 1: Introduction
    • Part 2: The contact centre's relationship with callers
    • Part 3: Managing people
    • Part 4: The contact centre’s quality control programme
    • Part 5: Operations support
    • Part 6: How the contact centre works with other parts of Work and Income
    • Appendix 1: Areas where the contact centre could strengthen or enhance its activities
    • Appendix 2: Graphing service level performance
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