Contact Centre Performance Stats


Customer Satisfaction 2015/16
In April 2015 the Contact Centre exceeded its target to achieve 85% customer satisfaction for Council Tax, Housing Benefit and all other enquiries.

Customer Satisfaction for Council Tax and Housing Benefit Calls
Month
Overall Customer Satisfaction
April
91%
May
92%
June
90%
Quarter 1
91%
July
90%
August
89%
September
93%
Quarter 2
91%
October
92%
November
90%
December
94%
Quarter 3
92%
January
92%
February
91%
March
95%
Quarter 4
93%
Overall Total
92%

Customer Satisfaction for General Enquiries
Month
Overall Customer Satisfaction
April
94%
May
94%
June
92%
Quarter 1
93%
July
93%
August
93%
September
96%
Quarter 2
94%
October
94%
November
95%
December
96%
Quarter 3
94%
January
98%
February
98%
March
96%
Quarter 4
97%
Overall Total
95%

Calls Handled


In April 2015 the Contact Centre surpassed its target to answer 90% of calls offered; and had an average speed of answer of 61 seconds, only one second over the target.


Month

No. of Calls Offered

No of calls Handled

%
Handled

Average Speed of Answer (mm:ss)

April

26,119

24,465

94%

00:57

May

21,114

19,990

95%

00:46

June

23,624

22,344

95%

00:48

Quarter 1

70,857

66,799

94%

00:51

July

23,824

22,932

96%

00:31

August

19,660

18,662

95%

00:45

September

23,224

21,711

93%

00:55

Quarter 2

66,708

63,305

95%

00:43

October

22,854

21,113

92%

01:10

November

21,549

20,424

95%

00:59

December

17,324

16,701

96%

00:42

Quarter 3

61,727

58,238

94%

00:58

January

23,216

21,948

95%

01:01

February

21,551

19,844

92%

01:23

March

26,047

22,385

85%

02:10

Quarter 4

70,814

64,177

91%

01:32

Overall Total

270,106

252,519

93%

01:01

Customer Satisfaction 2016/17



Since April 2016 the Contact Centre has exceeded its target to achieve 85% customer satisfaction for Council Tax, Housing Benefit and all other enquiries.

Customer Satisfaction for Council Tax and Housing Benefit Calls
Month
Overall Customer Satisfaction
April
95%
May
94%
June
Quarter 1
94%

Customer Satisfaction for General Enquiries
Month
Overall Customer Satisfaction
April
95%
May
94%
June
Quarter 1
95%


Calls Handled

Month

No. of Calls Offered

No of calls Handled

%
Handled

Average Speed of Answer (mm:ss)

April

24,675

20,325

82%

03:00

May

21,036

18,543

88%

02:03

June





Quarter 1

45,711

38,868

85%

02:33


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Last updated:
10/06/2016

Assigned review date:
08/11/2016

Awaiting page content review by the allocated team


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