Customer service centre updates

Last updated:  13 February 2018 covering the week of 5 February 2018

Here you can find information on how we are working to provide you with the best possible service. We will update this on a weekly basis so you can see how we're making progress.

In the week beginning 5 February, the number of calls reduced slightly from 4915 to 4849 per week. The average wait time has also reduced from 1 minute 54 seconds to 1 minute 35 seconds. There was a slight reduction in the number of calls resolved first time from 56% to 55%.

There was a continued improvement in average call waiting time with the calls being answered after an average of 1 minute 35 seconds.

  • Reduction in calls from 4915 to 4849 for the week
  • Average wait time for calls to be answered is 1 minute 35 seconds
  • 1% decrease in calls being resolved first time.

 

 

Number of calls 5 Feb

 

 

 

 

Average call waiting time 5 Feb

 

 

 

Percentage of calls resolved first time 5 Feb

 

 

 

Percentage of abandoned calls 5 Feb