Contact Centre ____________________________________________________________
The Customer Service Unit received 13,427 calls on the 492400 line in the month of June. They received an additional 1,404 on the Covid-19 helpline. This community helpline continues to operate 7 days a week. However, from Wednesday 8 th June, the hours of operation reduced from 8am to 8pm, to 9am to 5pm, daily. As “normal” service resumes across the organisation, colleagues who had redeployed from other areas of the Council to the CSU have begun returning to their original posts. The CSU is very grateful to those who redeployed to the CSU during the past number of months and grateful to their supervisors for facilitating this.
16000
14000
12000
10000
8000
6000
4000
2000
0
Calls Abandoned
Calls Received
Calls Served
Housing
Other Services
Litter/Waste
Roads & Traffic
Other Services
Roads & Traffic
Housing
Litter/Waste
Total
Calls Received 1
6535
811
5046
1035
13427
Calls Served 2
6027
742
4699
947
12451
Calls Abandoned
364
42
235
51
692
Voicemails
144
27
37
112
320
Average calls served daily 3
Calls Forwarded
3510
579
Emails served by CSU agents in June 4
625
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. 2 Total served by agents within system but excl. voicemails 3 This includes calls served + voicemails 4 Emails served by CSU agents includes all emails, submissions and SPAM
4
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