Housing Maintenance Call Breakdown
2,500
1,907
1,821
1,802
1,780
1,768
1,755
2,000
1,615
1,602
1,586
1,549
1,526
1,335
1,500
1,000
500
186
165
156
128
121
120
116
96
92
79
73
58
60
18
12
10
10
9
8
-
7
6
5
5
5
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
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
100
20
0
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
-20
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
4,231
488
611
3,495
8,825
Calls Abandoned Voicemails/ Dissuaded ii TOTAL Calls Received iii Calls Forwarded by agents
632
94
82
576
1,384
550 (305 voicemails)
238
38
57
217
5,101
620
750
4,288
10,759
Average calls served daily iv (19 working days in December)
2,281
464
Emails v served by CSU agents
361
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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