Service Performance 2008-9
| Indicator | Target 2008-9 | April 2008 | May 2008 | June 2008 | July 2008 | August 2008 | Sept. 2008 | October 2008 | Nov. 2008 | Year to date |
|---|---|---|---|---|---|---|---|---|---|---|
| Call Centre - number of calls taken | N/A | 51,911 | 45,850 | 47,932 | 45,484 | 41,942 | 49,262 | 50,578 | 43,897 | 376,856 |
| Call Centre - phone answering in 30 seconds of all calls. | 70% | 82% | 87% | 84% | 68% | 77% | 67% | 82% | 67% | 78% |
| Call Centre - answered calls as a percentage of all calls | 90% | 95% | 96% | 96% | 90% | 94% | 91% | 96% | 91% | 94% |
| Call Centre - average queuing time | Under 1 minute | 0:13 secs. | 0:09 secs. | 0:11 secs. | 0:23 secs. | 0:15 secs. | 0:24 secs. | 0:15 secs | 0:24 secs | 0:16 secs. |
| Switchboard - number of calls taken | N/A | 44,119 | 40,011 | 42,513 | 44,967 | 35,316 | 44,138 | 44,550 | 38,961 | 334,575 |
| Switchboard - phone answering in 15 seconds | 90% | 96% | 96% | 99% | 99% | 95% | 93% | 93% | 93% | 96% |
| Customer Service Centres - customers seen | N/A | 14,910 | 12,735 | 14,459 | 14,320 | 12,493 | 15,725 | 14,900 | 11,479 | 111,021 |
| Customer Service Centres - waiting time, callers seen within 15 minutes | 70% | 75% | 78% | 83% | 83% | 84% | 82% | 79% | 78% | 81% |
Update MePage Last Updated: 29 December 2008
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