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 2021/2022 is 85%.

calls answered

Percentage of calls abandoned

The % of calls abandoned by the customer.  Our target in 2021/2022 is 15%.

calls abandoned

Average Wait Times

The average waiting time experienced by our customers when contacting our Contact Centre. Our target in 2021/2022 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 by our customers to the Civic Centre and our other serviceable locations.  

face to face visits

Note: The Civic Centre has been closed since 24th March 2020 due to the COVID-19 pandemic however, some bookable appointments for Revenue and Benefits enquiries have been available from 12th July 2021.