Customer Service (Non-Repairs Telephone Calls) 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Corporate Services Telephone Calls

Please note: The telephone figures are available up to 20th March 2020 when the service was moved over to home working due to the Covid-19 situation

.

Total number of telephone calls

 

Year to date 14,269
April-June 2020 4,790
July-September 2020 9,479
October-December 2020  
January-March 2021  

 

Number of calls lost

 

Year to date 769 (11.58%)
April-June 2020 236 (4.93%)
July-September 2020 533 (6.65%)
October-December 2020  
January-March 2021  

 

Number of unanswered calls routed back to voicemail for callback

 

Year to date 1,226
April-June 2020 207
July-September 2020 1019
October-December 2020  
January-March 2021  

 

Longest time to answer a call (in minutes)

 

Year to date N/A
April-June 2020 N/A
July-September 2020 N/A
October-December 2020  
January-March 2021  

 

Average time to answer a call

 

Year to date 6.5s
April-June 2020 5s
July-September 2020 8s
October-December 2020  
January-March 2021  

 

Calls dealt with at first point of contact

 

Year to date 7,333 (59.7%) Worried Face
Target 50%
April-June 2020 2,693 (62.8%)
July-September 2020 4,640 (58%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 22,136 (47%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Customer Service (Non-Repairs Telephone Calls) 2019-2020

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Corporate Services Telephone Calls

Please note: The telephone figures are available up to 20th March 2020 when the service was moved over to home working due to the Covid-19 situation.

Total number of telephone calls

 

Year to date 52,157
April-June 2019 12,587
July-September 2019 14,421
October-December 2019 12,515
January-March 2020 12,634

 

Number of calls lost

 

Year to date 3,073 (5%)
April-June 2019 343 (2.73%)
July-September 2019 1,017 (7.05%)
October-December 2019 672 (5.37%)
January-March 2020 1041 (8.24%)

 

Longest time to answer a call (in minutes)

 

Year to date 18mins 16s
April-June 2019 18mins 16s
July-September 2019 17mins 14s
October-December 2019 17mins 14s
January-March 2020 Unavailable

 

 

Average time to answer a call (in seconds)

 

Year to date 66
April-June 2019 56
July-September 2019 69
October-December 2019 72
January-March 2020 52

 

 

Calls dealt with at first point of contact

 

Year to date 22,136 (47%) Worried Face
Target 47%
April-June 2019 4,514 (46%)
July-September 2019 5,408 (48%)
October-December 2019 6,818 (48%)
January-March 2020 5,396 (51%)

2018/19 End of Year Performance: 15,928 (47%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more