Contact Centre
021 4924000 line
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served
7,009
497
563
4,168
12,237
Calls Abandoned Voicemails/ Dissuaded TOTAL Calls Received
1,342
119
124
876
2,461
562
56
78
347
1,043 (673 vms)
8,913
672
765
5,391
15,741
Calls Forwarded by agents
4,081
Average calls served daily (20 working days in January)
612
Emails served by CSU agents in January
530
Roads & Traffic
Other Services
Calls Abandoned
Calls Received
Litter/Waste
Calls Served
Housing
0 2000 4000 6000 8000 10000 12000 14000 16000
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
1800 222 226 line
Calls Served
96
Calls abandoned
18
Voicemail
0
TOTAL Calls received
114
The Community Support help line operated 5 days a week from 9 until 5 for the month of January.
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