Housing Maintenance Call Breakdown
1,821
1,802
1,780
1,768
2,000
1,755
1,615
1,602
1,586
1,549
1,526
1,500
1,000
500
165
128
121
120
116
96
92
79
73
58
12
10
10
9
8
7
6
-
5
5
5
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Emergency
Routine
Urgent
Environment Service Requests Litter
Street Cleaning
Trees
-50 0 50 100 150 200 250 300 350
500
120
100
400
80
300
60
200
40
20
100
0
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
-20
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2019
2020
2021
2019
2020
2021
2019
2020
2021
Contact Centre
021 4924000 lines
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served i
5,115
442
986
3,869
10,412
Calls Abandoned Voicemails/ Dissuaded ii TOTAL Calls Received Calls Forwarded by agents
887
113
143
684
1,827
647 (445 vm’s)
321
17
67
242
6,323
572
1,196
4,795
12,886
Average calls served daily iv (20 working days in October)
2,770
521
Emails served by CSU agents in October
432
1800 222 226 - Community Support Line
Calls Served
80
Calls abandoned
15
Voicemail
0
TOTAL calls received
95
The Community Support help line operated 5 days a week from 9 until 5 for the month of October.
i Total served by agents within system but excl. voicemails. ii Callers hang up when a recorded message from CCC is being played (system sees this as caller has received the information, they we’re looking for and have hung up satisfied with the information). iii Total calls reaching the options menu (IVR system). Note: the IVR does not accurately reflect the exact breakdown of calls as option 1 is used disproportionately by callers resulting in higher numbers for Housing. iv This includes calls served + voicemails. v Emails served by CSU agents includes all emails, submissions, and SPAM.
4
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