Contact Centre Telephone Calls

2007	Target	Jan	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Total number of telephone enquiries	N/A	14,688	11,772	11,802	11,237	11,153	13,249	12,340	12,069	9,636	8,961	9,552	6,952
%answered within 20 seconds	80%	80%	81%	78%	77%	79%	76%	74%	69%	81%	85%	85%	86%
% of calls abandoned	4% or less	4%	4%	4%	4%	3%	4%	5%	6%	3%	3%	3%	3%

For an explanation of how we compiled these statistics and what they mean, visit the 2007 statistics explained page.

2006	Target	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Total number of telephone enquiries	N/A	7,129	9,401	11,487	12,396	23,388	18,720	11,111	11,368	12,711	12,801	8,334
%answered within 20 seconds	80%	57%	58%	74%	70%	36%	38%	82%	88%	82%	76%	90%
% of calls abandoned	4% or less	8%	19%	23%	6%	15%	14%	5%	3%	3%	5%	2%

For an explanation of what these statistics mean, visit the 2006 statistics explained page.

 

Contact Centre Emails

2007	Target	Jan	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Total number of customer enquiries received by email	N/A	1,120	1,149	1,297	1,250	1,142	1,295	1,117	921	1,054	1,037	1,050	720
% responded to by the end of the day received	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%

2006	Target	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Total number of customer enquiries received by email	N/A	647	765	660	887	1,295	1,163	896	1,004	1,281	1,236	1,024
% responded to by the end of the day received	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%

 

Council Connect Local Offices

2007	Target	Jan	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Total number of customer enquiries *	N/A	11,840	9,173	9,513	11,269	11,290	11,351	11,559	10,829	10,405	12,233	10,356	10,718
Average waiting time for customers **	3mins or less	2.01	2.15	1.56	1.58	1.54	1.24	1.36	1.43	3.34	1.42	1.31	1.07

* The total number of customer enquires recorded covers customer enquiries dealt with at all Council Connect Local Access Points; Council Connect at the Hollies, Riverside, Shopmobility (from June 2007) and Customer Services at Trimbridge House and The Guildhall.

** The figure shown represents the monthly average waiting time for customers at Council Connect at The Hollies, Riverside (from September 2007) and Customer Services at the Guildhall.

 

Council Connect Complaints

Please note: the statistics for this area are currently being updated and will be published shortly.

2007	Target	Jan	Feb	March	April	May	June	July	Aug	Sept	Oct	Nov	Dec
Number of complaints received about Council Connect *	N/A	-	-	-	-	-	-	1	1	5	-	1	2
% of complaints dealt with in accordance with corporate complaints policy	100%	-	-	-	-	-	-	100%	100%	100%	-	100%	100%

* The total number of complaints received about Council Connect covers complaints received regarding the Council Connect Contact Centre and all Council Connect Local Access Points (Council Connect at the Hollies, Riverside, Shopmobility and Customer Services at Trimbridge House and The Guildhall).

Performance Targets 2008

Performance Statistics 1998 - 2005