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.
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|
||2 min 38s
||0 min 49s
||1 min 09 s
||1 min 43s
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|