Contact Centre
021 4924000 line
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served
7,003
465
772
4,353
12,593
Calls Abandoned Voicemails/ Dissuaded TOTAL Calls Received Calls Forwarded by agents
733
67
84
499
1,383
593 (446 vm’s)
282
30
48
233
8,018
562
904
5,085
14,569
Average calls served daily (20 working days in May)
3,363
630
Emails served by CSU agents in April
611
The Community Support help line operated 5 days a week from 9 until 5 for the month of May.
1800 222 226 line
Calls Served
77
Calls abandoned
8
Voicemail
0
TOTAL calls received
85
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.
3
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