Customer Service Centre Performance 2013 - 14

CSEUK

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 in a queue was The number of customers requesting a callback through our callback system
April 53% 15,384 80 seconds 474
May 73% 13,606 40 seconds 148
June 71% 14,493 93 seconds 410
July 70% 13,528 104 seconds 799
August 76% 14,560 39 seconds 513
September 63% 13550 74 seconds 1076
October 76% 15619 46 seconds 783
November 69% 15356 67 seconds 1572
December 82% 14740 35 seconds 840
January 77% 20,282 46 seconds 1349
February 74% 16,653 122 seconds 1549
March 76% 16,287 51 seconds 1294
Annual total 74% 184,058 51 seconds 10,807

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 Average waiting time
April 2,968 6 mins
May 2,672 5 mins 3 secs
June 2,585 7 mins 5 secs
July 2,731 6 mins 7 secs
August 2,746 5 mins 33 secs
September 2,574 6mins 15 secs
October 2,654 5mins 9 secs
November 2,406 5mins 55 secs
December 1,871 2mins 34 secs
January 3940 1min 57 secs
February 2005 7min 5 secs
March 3725 5mins
Total 32,877 5mins 58 secs