Contact Centre
021 4924000 line
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served
6,787
553
613
3,944
11,897
Calls Abandoned Voicemails/ Dissuaded TOTAL Calls Received Calls Forwarded by agents
1,432
139
158
973
2,702
1,038 (673 vms)
543
64
76
355
8,762
756
847
5,272
15,637
Average calls served daily (20 working days in April)
3,448
595
Emails served by CSU agents in April
606
The Community Support help line operated 5 days a week from 9 until 5 for the month of April.
1800 222 226 line
Calls Served
92
Calls abandoned
14
Voicemail
0
TOTAL calls received
106
1 Total served by agents within system but excl. voicemails 1 Callers hang up when a recorded message from CCC is being played (system sees this as caller has received the information they were looking for and have hung up satisfied with the information) 1 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. 1 This includes calls served + voicemails. 1 Emails served by CSU agents includes all emails, submissions and SPAM.
3
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