Call Statistics

Carlisle City Council Nid oedd gan y wybodaeth y gofynnwyd amdani.

Dear Carlisle City Council,

I would like to know more about your customer services call answering times, as
follows.

Please can you provide the following statistics and information:

1. The number of customer calls offered, and calls handled per Service
Area per month for the last 2 years

2. What are your call handling performance targets?

For example do you have targets to:

2.1 Answer x% of calls in y seconds?

2.2 Abandon no more than z% of calls?

2.3 Resolve a certain percentage of customer queries at the first contact?

3. The percentage of abandoned calls per service per month

4. The average contact time (excluding comfort messaging) per service per month

5. The average wait to answer per service per month

6. The maximum wait to answer
per service per month

Yours faithfully,

Mr P Coleman

Frances Braithwaite, Carlisle City Council

1 Atodiad

Dear Mr Coleman

Please find attached acknowledgment to your request under the Freedom of
Information Act

Regards

 

Frances Braithwaite

Corporate Information/SHE Support Officer

Governance and Regulatory Services

Carlisle City Council

Civic Centre

Carlisle
CA3 8QG

Telephone 01228 817060

e-mail [1][email address]

 

 

This e-mail and its attachments may include confidential information or
protectively marked material up to RESTRICTED, should be handled
accordingly and is solely for use by the intended recipient(s). If you
have received this e-mail and its attachments in error please notify the
sender immediately delete them and do not disclose, copy, distribute or
retain any part of them. The views and opinions expressed by the author
are not necessarily those of Carlisle City Council. Carlisle City Council
has scanned this e-mail and its attachments to ensure that they are virus
free. The Council can take no responsibility if a virus is actually
present and you are advised to make the appropriate checks to confirm that
they are virus free.

References

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Information, Carlisle City Council

1 Atodiad

Dear Mr Coleman

 

Please find attached response to your request under the Freedom of
Information Act

Regards

 

Frances Braithwaite

Corporate Information/SHE Support Officer

Governance and Regulatory Services

Carlisle City Council

Civic Centre

Carlisle
CA3 8QG

Telephone 01228 817060

e-mail [1][email address]

 

 

This e-mail and its attachments may include confidential information or
protectively marked material up to RESTRICTED, should be handled
accordingly and is solely for use by the intended recipient(s). If you
have received this e-mail and its attachments in error please notify the
sender immediately delete them and do not disclose, copy, distribute or
retain any part of them. The views and opinions expressed by the author
are not necessarily those of Carlisle City Council. Carlisle City Council
has scanned this e-mail and its attachments to ensure that they are virus
free. The Council can take no responsibility if a virus is actually
present and you are advised to make the appropriate checks to confirm that
they are virus free.

References

Visible links
1. mailto:[email address]