Overall Call Volumes
The total number of calls received on all numbers answered within our Contact Centre.
Percentage of calls answered
The % of calls answered by our Customer Service Officers without the customer deciding to hang up. Our target in 2023/24 is 85%.
Percentage of calls abandoned
The % of calls abandoned by the customer. Our target in 2023/24 is 15%.
Average Wait Times
The average waiting time experienced by our customers when contacting our Contact Centre. Our target in 2023/24 is to answer 55% of calls within 80 seconds.
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.
15718