Contact Centre
Roads & Traffic
Housing
Litter/Waste
Other Services
Total
Calls Received 1
7,799
742
1,235
6,399
16,175
Calls Served 2
6,051
548
939
5,005
12,543
Calls Abandoned
1,167
124
180
912
2,383
1,249 (762 vms)
Voicemails 3
581
70
116
482
Average calls served daily 4 (22 Working Days)
Calls Forwarded
3,330
570
Emails served by CSU agents in September 5
589
16000
14000
12000
10000
8000
6000
4000
2000
0
Calls Abandoned
Calls Received
Calls Served
Housing
Other Services
Litter/Waste
Roads & Traffic
1800 222 226 line
Calls Served
87
Calls abandoned
16
Voicemail
0
TOTAL Calls received
103
The Community Support help line operated 7 days a week from 09.00am to 17.00 throughout the month of September.
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
3
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