Call Statistics
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
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
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are not necessarily those of Carlisle City Council. Carlisle City Council
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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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1. mailto:[email address]
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]
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