Customer Contact Centre Performance
Our Customer Contact Centre provides a single point of contact for accessing council services over the phone. Below are the latest performance figures for the Contact Centre:
| Indicator | July 11 | Aug 11 | Sep 11 | Oct 11 | Nov 11 | Dec 11 |
|---|---|---|---|---|---|---|
| Total calls made to the Contact Centre | 10825 | 11570 | 10953 | 10393 | 10259 | 9232 |
| Total calls answered | 10034 | 10833 | 10364 | 9879 | 9756 | 8624 |
| Percentage of calls answered | 92.7% | 93.6% | 94.6% | 95% | 95.1% | 93.1% |
| Percentage of calls answered within 20 seconds | 67.0% | 69.5% | 74.0% | 77.0% | 78.0% | 77% |
| Average call waiting time | 25 seconds | 20 seconds | 18 seconds | 17 seconds | 14 seconds | 18 seconds |
| Average call duration | 78 seconds | 77 seconds | 72 seconds | 72 seconds | 75 seconds | 76 seconds |
| Percentage of calls resolved at Contact Centre | 80.2% | 80.6% | 79.7% | 80.6% | 82.5% | TBC |
See also
Page & Site Tools
Contact information
For further information about this page please contact:
Customer Services
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 450000 Fax: 01259 452500
Email: customerservice@clacks.gov.uk
Or use the on-line contact form
