Contact Centre
021 4924000 lines
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served i
5,772
509
1,005
4,074
11,360
Calls Abandoned Voicemails/ Dissuaded ii TOTAL Calls Received iii Calls Forwarded by agents
1,042
122
181
732
2,077
727 (468 vm’s)
318
58
62
289
7,132
689
1,248
5,095
14,164
Average calls served daily iv (22 working days in September)
3,069
516
Emails served by CSU agents in September
457
The Community Support help line operated 5 days a week from 9 until 5 for the month of September.
1800 222 226 line
Calls Served
71
Calls abandoned
7
Voicemail
0
TOTAL calls received
78
i Total served by agents within system but excl. voicemails. ii Callers hang up when a recorded message from CCC is being played (system sees this as caller has received the information, they we’re looking for and have hung up satisfied with the information). iii 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. iv This includes calls served + voicemails. v Emails served by CSU agents includes all emails, submissions, and SPAM.
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