Contact Centre ____________________________________________________________
16000
14000
12000
10000
8000
6000
4000
2000
0
Calls Abandoned
Calls Received
Calls Served
Housing
Other Services
Litter/Waste
Roads & Traffic
Roads & Traffic
Housing
Litter/Waste
Other Services
Total
Calls Received 1
6,326
650
1,178
6,339
14,493
Calls Served 2
5,136
518
913
5,220
11.787
Calls Abandoned
757
81
181
771
1,790
Voicemails
N/A
N/A
N/A
N/A
512
Average calls served daily 3 (20 Working Days)
Calls Forwarded
3,229
583
Emails served by CSU agents in July 4
595
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
1800 222 226 line
Calls Served
75
Calls abandoned
147
Voicemail
0
TOTAL Calls received
89
The Community Support help line operated 7 days a week from 09.00am to 17.00 throughout the month of August.
Service Requests __________________________________________________________________________________________________
3
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