2011/12

Our performance targets are:

  • Telephones: We aim to answer 80% of calls within 45 seconds
  • Letters, emails, SMS texts: We aim to respond to letters, faxes, SMS texts messages and e-mails within 10 working days
  • Customers without an appointment should be seen within an average of 10 minutes

During October and November the number of customer enquiries to our customer service centre increased dramatically following changes to our waste collection services.

This increase in enquiries had an immediate impact on customers trying to contact us, we reacted quickly taking on additional resources including the use of a commercial call centre to make sure our customers were able to talk to us.

The result of this swift intervention was that through November although we were offered twice as many calls as we would normally deal with we were still able to answer over 98% of all calls.

Performance: 2011/12
Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar
Total number of telephone calls made to centre Information not available 14,195 14,766 14,315 14,639 16,108 39,228 28,652 13,801 19,025 16,668 15,445
Total number of telephone calls answered Information not available 12,274 12,973 12,747 13,573 14,150 25,370 28,195 12,795 15,581 14,334 14,515
Percentage of calls answered Information not available 89% 88% 89% 92.7% 87.8% 64.5% 98.4% 92.7% 82% 86% 94.2%
Percentage of calls answered within 45 seconds Information not available 57% 56% 61% 70% 54% 19% 38% 66% 48% 52.5% 70%
Number of reception visitors 3829 4232 4161 3892 3897 4263 3680 3631 2847 3911 3261 3589
Average customer waiting time in reception 4m 40s 5m 30s 4m 45s 6m 31s 6m 30s 4m 52s 7m 46s 5m 34s 4m 7s 8m 45s 4m 59s 4m 42s
Number of emails and SMS text messages 398 345 395 316 425 390 499 3000 1080 1343 576 TBC
Total number of customer enquiries Information not available 16,506 17,529 16,955 17,895 18,803 29,549 34,826 16,722 20,883 18,171 TBC