Telephone Number Traffic

J Smith made this Freedom of Information request to West Lancashire District Council

The request was successful.

From: J Smith

13 July 2010

Dear West Lancashire District Council,

Please supply for each of the council's telephone numbers listed in
the local telephone directory, broken down on either a week by week
or month by month basis (whichever is available):

○ The number of calls offered
○ The number of calls answered by a person
○ The number of calls answered by an Interactive Voice Response
system
○ The number of calls abandoned after reaching the council's
switch
○ The number of calls abandoned at the public telephone network
(if this is available)

The data should cover the financial years 2009/10 and 2010/11 to
date.

Yours faithfully,

J Smith

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From: Morrison, Helen

11 August 2010

Attachment Call stats for 577177 01.04.09 31.07.10.xls
21K Download View as HTML

Attachment call stats other extensions 01.04.09 31.07.10.xls
42K Download View as HTML

Dear J Smith

Thank you for your request for information under the provisions of the Freedom of Information Act 2000.

The Council's main switchboard number is 01695 577177 and all calls to this number are answered by an Interactive Voice Response.

The other numbers that are listed in BT's telephone directory are:

585048 - Human Resources
585053 - Business Rates
585090 - Council Tax
585013 - Admin & Electoral Services
585080 - under review - no data available
585015 - Licensing
585011 - Public Relations
585032 - Revenues & Payments
585174 - Property Services
585136 - Building Control
585161 - no longer used - no data available
585118 - Stores
585144 - Leisure Services

These are all individual extension numbers and are answered by a person.

Please see the attached documents for details of the number of calls offered, answered and abandoned for all of the numbers provided. These are broken down on a month by month basis for the period 01/04/09 - 31/03/10 and 01/04/10 - 31/07/10

The number of calls abandoned at the public telephone network for all of the numbers listed is not known.

You should note that the information may contain copyright material, the copyright may belong to the council or a third party, and if you want to re-use or copy the information e.g. commercially or to pass on to others, in most cases you will need to apply for a copyright licence.

If you have any queries concerning the information provided, please do not hesitate to contact me. If you are still unhappy with the response you are entitled to pursue any dissatisfaction through the Council's Complaints Procedure by writing to Ms Kim Webber, Assistant Chief Executive. Should you remain dissatisfied you can appeal against the decision by contacting the Information Commissioner, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

Regards

Helen Morrison
Senior Customer Services Advisor
West Lancashire Borough Council

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