CE Management Report October 2020.pdf

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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