[CE Management Report] _________________________________________________________________________________________________________________
Customer Service Unit
021 4924000 line
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served i
5,924
488
771
3,840
11,023
Calls Abandoned Voicemails/ Dissuaded ii TOTAL Calls Received iii Calls Forwarded by agents
967
84
128
691
1,870
752 (456 vm’s)
365
40
73
274
7,256
612
972
4,805
13,645
Average calls served daily iv (20 working days in January)
2,958
551
Emails served by CSU agents in January V
511
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 were 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
Community Content
Urban 95 Training programme Staff from the Community section have coordinated the Cork City Council engagement in the first ever Urban 95 training for city leaders and officials. Mayors and other key city officials will be learning together – and from each other – to develop strategies to make their cities better for their youngest residents which, ultimately brings benefits for everyone in the city. Cllr. Kieran McCarthy, Katherine Harford of Let’s Grow Together Knocknaheeny and Kieran O’Connell from Community are participating in the 6-week course which is delivered through the London school of economics and are aiming to address some of the key challenges and opportunities for the under 3s and their carers in Cork City.
_________________________________________________________________________________________________________________ Leading Cork to take its place as a World Class City P a g e | 18
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