|
|
2007
to
2008
|
2008
to
2009
|
Performance 2009/10
|
|
Apr to Jun
|
Jul to Sep
|
Oct to Dec
|
Jan to Mar
|
Year to Date
|
|
Number of calls received by the contact centre
|
433,128
|
498,314
|
111,241
|
111,083
|
111,526
|
|
333,850
|
|
Percentage of calls answered
|
81%
|
80%
|
88%
|
88%
|
87%
|
|
88%
|
|
Percentage of calls answered within 20 seconds
|
54%
|
63%
|
75%
|
76%
|
73%
|
|
75%
|
|
Customer satisfaction on call handling - courtesy of Contact Centre Advisers
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
100%
|
|
Percentage of Customers who rate their experience as 4 and above - Customers rating of their overall experience with services via the Contact Centre 1 = lowest; 5 = highest
|
98%
|
98%
|
99%
|
100%
|
100%
|
|
100%
|