Overall Call Volumes

The total number of calls received on all numbers answered within our Contact Centre.

monthly call performance

Percentage of calls answered

The % of calls answered by our Customer Service Officers without the customer deciding to hang up. Our target in 2022/23 is 85%.

calls answered

Percentage of calls abandoned

The % of calls abandoned by the customer. Our target in 2022/23 is 15%.

calls abandoned

Average Wait Times

The average waiting time experienced by our customers when contacting our Contact Centre. Our target in 2022/23 is to answer 55% of calls within 80 seconds.

average wait time

Customer Visits - Face to Face Enquiries

The total number of visits made for booked appointments and drop-ins by our customers to the Civic Centre and our other serviceable locations.

Note: The Civic Centre has re-opened face to face services for drop-in customers since 14th March 2022 (Available from 10am – 3pm) after remaining closed to these since 24th March 2020 due to the COVID-19 pandemic. Some bookable appointments had been available from 12th July 2021.

face to face visits