Customer Service (Non-Repairs Telephone Calls)

 

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Happy Face
Meeting current
targett

Worried Face 
Within 10% of meeting
current target
Sad face
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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Menu

Happy Face
Meeting current
targett

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

Customer Service (Non-Repairs Telephone Calls) - 2018-19

Performance Indicators 2018-19
Back to Menu Performance
Indicator
April-
July
2018
July-
September
2018
October-
December
2018
January-
March
2019

Year
to
Date

Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Customer Service (Non-Repairs Telephone Calls)
Customer
Services
Telephone
Calls

Calls Dealt
With at First
Point of
Contact

4,498 4,764 TBA 4,326 13,588 50% Worried Face  
48% 48% TBA 43% 45%
Callbacks
Made On Time
 
Back to Menu Performance
Indicator
April-
July
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year
to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance

 

 

Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more