Customer Service Centre Performance 2014 - 15

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

70.19%

13,512

1 min 24 secs

2034

May

67.18%

12,115

1 min 57 secs

1,211

June

66.79%

10,819

2 min  07 sec

 4,656

July

71.59%

14,489

2 min 10 sec

4,197

August

75.39%

14,644

52 sec

1,360

September

76.18%

16,431

1 min 04 sec

1,432

October

72.05%

15,111

1 min 12 sec

2,452

November

75.45%

14,809

47 sec

2,156,

December

79.22%

13,072

40 sec

867

January 76.04%
16,239
48 sec
1,444
February 71.04%
13,110
1 min 11 sec
1863
March 71.57%
16,995
48 sec
1625
Annual total 73.30%
171,346 1 min 15 sec
25,297

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

2143

May

2145

June

2967

July

2467

August

1719

September

1868

October

1744
November 2576
December 2573
January 2708
February 2620
March 3352

Total 28,882