Contact Centre
021 4924000 line
Roads & Traffic
Housing
Litter/Waste
Other Services
Total
Calls Received 1
7,539
839
1,036
5,965
15,379
Calls Served 2
5,935
626
818
4,739
12,118
Calls Abandoned
1,108
150
127
844
2,229
1,032 (623 vms)
Voicemails 3
496
63
91
382
Average calls served daily 4 (21 Working Days)
Calls Forwarded by agents
3,726
577
Emails served by CSU agents in September 5
596
Roads & Traffic
Other Services
Calls Abandoned
Calls Received
Calls Served
Litter/Waste
Housing
0
2000 4000 6000 8000 10000 12000 14000 16000
1800 222 226 line
Calls Served
143
Calls abandoned
9
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 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)
4 This includes calls served + voicemails
5 Emails served by CSU agents includes all emails, submissions and SPAM
4
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