Customer Service Centre Performance 2008-09
| Indicator | Target | April | May | June | July | Aug | Sept | Oct | Nov | Dec | Jan | Feb | Mar | Year to date |
| 2008-2009 | 2008 | 2008 | 2008 | 2008 | 2008 | 2008 | 2008 | 2008 | 2008 | 2009 | 2009 | 2009 | ||
| Customer Footfall | **** | 5,535 | 3,926 | 4,468 | 4868 | 4581 | 5957 | 6319 | 5664 | 13,929 | ||||
| Customer enquiries dealt with at first point of contact | 80% | 85% | 70.95% | 70.96% | 72.49% | 75.06% | 78.81% | 82.05% | 81.22% | 76% | ||||
| Waiting time for callers seen within 10 minutes | 90% | 100% | 100% | n/a | 97.65% | 98% | 100% | 91.8% | 94.17% | 100% | ||||
| Private appointment requests booked within 10 working days of request. | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | ||||
| Private appointments seen within15 minutes of arrival | 100% | 98% | 99% | 96% | 98% | 100% | 100% | 100% | 95% | 98% | ||||
| Switchboard – number of calls taken | **** | 8,636 | 6,787 | 5,934 | 3926 | 2687 | 4331 | not available | not available | 21,357 | ||||
| Direct Dial - number of calls taken | **** | 23,022 | 18,263 | 35,091 | 44609 | 37548 | 52496 | not available | not available | 76,376 | ||||
| Switchboard – number of calls answered within 30 seconds | 94% | 89% | 89% | 80% | 79.83% | 78.56% | 78.56% | not available | not available | 86% | ||||
| Direct Dial - number of calls answered within 30 seconds | 94% | 77% | 87% | 74% | 69.92% | 66.90% | 66.90% | not available | not available | 79% | ||||
| Call Centre – number of calls answered | **** | 13568 | 9696 | 10130 | 8912 | 7606 | 7606 | 8345 | 33394 | |||||
| Call Centre – number of calls answered within 30 seconds | 94% | 95% | 95% | 95% | 95% |
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