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.
|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|