Contact Centre ____________________________________________________________
The Customer Service Unit received 14,490 calls on the 4924000 line in the month of July. They received an additional 174 on the Covid-19 helpline. This community helpline continues to operate 7 days a week from 9am to 5pm, daily. As “normal” service resumes across the organisation, collea gues who had redeployed from other areas of the Council to the CSU have been returning to their original posts. The CSU is very grateful to those who redeployed to the CSU during the past number of months and 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
6560
785
5046
989
14490
Calls Served 2
5850
955
4699
881
12467
Calls Abandoned
492
71
235
70
447
Voicemails
N/A
N/A
N/A
N/A
425
Average calls served daily 3 (23 Working Days)
559 (Max 884 – Min 506)
Calls Forwarded
3507
Emails served by CSU agents in July 4
613
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
122
Calls abandoned
52
Voicemail
0
TOTAL Calls received
174
The Community Support help line operated 7 days a week from 09.00am to 17.00 throughout the month of July.
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