Customer Service Centre Performance 2013 - 14
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.
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|
|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.
|Month||Number of visitors||Average waiting time|
|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|
|Total||32,877||5mins 58 secs|