Customer Service Centre Performance 2015 - 16

Our performance targets:

When you telephone the Customer Service Centre

We aim to answer calls to our published numbers within 45 seconds.

At busy times your call may be placed in a queue,  if the waiting time exceeds 45 seconds we will offer to call you back so you don’t have to wait in the queue.

We will give a name if asked and if we need to transfer the call we will tell you who we are transferring you to and check that they are available before putting the call through.

Performance table
Month

The percentage of calls we answered answered within 45 seconds

The number of  customers we spoke to on the phone The average time our customers waited for their call to be answered The number of customers requesting a callback through our callback system
April

77%

16,542

52 secs

1,962

May

77%

13,677

61 secs

1,997

June

82%

14,979

48 sec

 1,756

July

80%

15,398

47 sec

1,644

August

80%

15,067

 47 sec

1,478

September

80%

16,019

 52 sec

1,850

October

80%

15,230

 49 sec

1.758

November

75%

14.472

 1 min 5 sec

1,347

December

74 %

10,753

 56 sec

856

January 69%
14,148
1 min 19 sec
1,763
February 64%
13,151
1 min 47 sec
1974
March 62%
13,146
1 min 48 sec
1848
Annual total 75%
172,582
1 min 04 sec
20,233

Customers visiting our reception

Customers without appointments should wait no longer than 10 minutes to see an officer; if this is not possible our reception team will inform customers of the approximate waiting time and arrange, if it is more convenient, an appointment with an appropriate officer wherever possible.

Reception vistors
Month Number of visitors

April

2897

May

3622

June

2900

July

3097

August

2741

September

3250

October

3645
November 2722
December 2417

January 2743

February 3959

March 3284

Total 37,277