Contact Centre
021 4924000 line
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served
4,851
427
699
3,933
9,910
Calls Abandoned Voicemails/ Dissuaded TOTAL Calls Received
615
63
91
478
1,247
267
40
46
220
573 (367 vms)
5,733
530
836
4,631
11,730
Calls Forwarded by agents
Average calls served daily (19 working days in December)
2,847
522
Emails served by CSU agents in December
399
Roads & Traffic
Other Services
Calls Abandoned
Calls Received
Litter/Waste
Calls Served
Housing
0 2000 4000 6000 8000 10000 12000 14000 16000
1 Total served by agents within system but excl. voicemails 1 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) 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. 1 This includes calls served + voicemails 1 Emails served by CSU agents includes all emails, submissions and SPAM
1800 222 226 line
Calls Served
72
Calls abandoned
7
Voicemail
0
TOTAL Calls received
79
The Community Support help line operated 5 days a week from 9 until 5 for the month of December (did not operate 24 th to 29 th of December).
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