Contact Centre
021 4924000 line
Roads & Traffic
Housing
Litter/Waste
Other Services
Total
Calls Received 1
8,962
759
1,140
6,525
17,386
Calls Served 2
5,935
626
818
4,739
12,782
Calls Abandoned
1,652
149
197
1,173
3,171
1,433 (910 vms)
Voicemails 3
697
65
124
547
Average calls served daily 4 (21 Working Days)
Calls Forwarded by agents
4,014
609
Emails served by CSU agents in September 5
644
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
102
Calls abandoned
7
Voicemail 109 The Community Support help line operated 7 days a week from 8 to 8 up until the 13 th of November, 9am to 5pm, 7 days a week for the remainder of the month. 0 TOTAL Calls received
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
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