Customer Service Centre Performance 2016-17

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'y have to wait in the queue.

Performance table

Month
The percentage of calls we 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 74.19 15,218 2 min 24 s 1,266
May 67.46 13,776 1 min 32s 1,726
June 61.65 15,255 2 min 35s 2,628
July 73.17 14,310 1 min 16s 1,482
August  63.92 13,359 2 min 07s 2,211
September 52.69 11,303 2 min 12s 3,367
October 59.77 11,399 2 min 20s 2,240
November 67.71 12,983 1 min 36s 1,736
December 70.02 9,156 1 min 33s 1,164
January 72.50
7,455
2 min 38s
1,208
February



March



Annual total



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.

Month Number of Visitors
April 4193
May 3455
June 4511
July 3406
August 2700
September 2694
October 2003
November 1536
December 1031
January 2743
February
March
Total