Dear Northampton Borough Council,

In relation to your helpline - 0300 330 7000 - i would like to know the following information:

1. How old is the call handling / queing software?

2. What performance indicators are used to monitor quality of the helpline?

3. what is the target average wait time to speak to an advisor?

4. what is the actual average wait time to speak to an advisor over the finanical year 2011/2012 broken down by quarter?

5. What is the total number of calls taken by advisors during the time period mentioned above, again broken down by quarter if possible?

5. What is the longest wait time recorded since the helpline has been operational? Please indicate the to and from dates which this covers.

6. Are callers from within Guildhall using the designated phones given priority over external callers?

Yours faithfully,

Charlie Milton

Requests, Northampton Borough Council

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contact details below.

Information Governance, The Guildhall, Northampton, NN1 1DE. Tel 01604
838536/837409. Fax No 01604 837057

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Northampton Borough Council, The Guildhall, Northampton, United Kingdom, NN1 1DE
+44 (0)300 330 7000
www.northampton.gov.uk

David Taylor, Northampton Borough Council

1 Attachment

P <<0001_00041012_Fin_2FINAL FOI RESPONSE NBC1988-410 12-6-12.DOC>>
lease find attached the Council's response to your recent FOI request on
call handling.

David Taylor
Senior Information Governance Officer
(Freedom of Information and Data Protection Officer)
Borough Secretary's Department
The Guildhall
Northampton
NN1 1DE

Telephone: 01604 838536
Fax: 01604 837057
Email: [email address]

FOI disclosure web pages
http://www.northampton.gov.uk/site/scrip...
=383

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Please note that the contents of this e-mail, including any attachments thereto, may contain information which is confidential or privileged, and which is solely for the use of the recipient named above. The information contained in this e-mail, and in your reply, may be subject to disclosure under the Freedom of Information Act 2000 or other legislation, and its confidentiality cannot be guaranteed. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of the contents of this e-mail is strictly prohibited.

Northampton Borough Council, The Guildhall, Northampton, United Kingdom, NN1 1DE
+44 (0)300 330 7000
www.northampton.gov.uk

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