Customer Service (Non-Repairs Telephone Calls) 2021-2022

 

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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

 

Total number of telephone calls

 

Year to date 18,571
April-June 2021 9,716
July-September 2021 8,855
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 28,998

 

Total number of calls answered

 

Year to date 17,244
April-June 2021 9,169
July-September 2021 8,075
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 14,953

 

Average handling time of calls
New for 2021/22

 

Year to date 5min 02s
April-June 2021 5min 53s
July-September 2021 4min 25s
October-December 2021  
January-March 2022  

 

Number of calls lost

 

Year to date 1,327
(7.70%)
April-June 2021 547
(5.63%)
July-September 2021 780
(8.81%)
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 1,981 (6.16%)


Average time to answer a call

 

Year to date 1min 13s
April-June 2021 57s
July-September 2021 91s
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 28s

 

Calls dealt with at first point of contact

 

Year to date 55.40% Worried Face
Target 50%
April-June 2021 53.10%
July-September 2021 57.90%
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 58%

 

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Happy Face - Meeting current target
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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) 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 28,998
April-June 2020 4,790
July-September 2020 9,479
October-December 2020 5,471
January-March 2021 9,258

 

Number of calls lost

 

Year to date 1981
(6.16%)
April-June 2020 236
(4.93%)
July-September 2020 533
(8.25%)
October-December 2020 447
(8.17%)
January-March 2021 765
(8.26%)

 

Number of unanswered calls routed back to voicemail for callback

 

Year to dateN/A N/A
April-June 2020 207
July-September 2020 1019
October-December 2020 N/A
January-March 2021 N/A

 

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 N/A
January-March 2021 N/A

 

Average time to answer a call

 

Year to date 28s
April-June 2020 5s
July-September 2020 8s
October-December 2020 70s
January-March 2021 89s

 

Calls dealt with at first point of contact

 

Year to date 15,052
(58.00%)
Worried Face
Target 50%
April-June 2020 2,693
(62.8%)
July-September 2020 4,640
(58%)
October-December 2020 3,427
(68%)
January-March 2021 4,292
(52%)

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