Number of calls received by the Croydon contact centre
Published 6 December 2013
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FOi release 28445
Between 5 April and 6 August 2013:
- the number of calls received selecting option 4 was 148,049
- the number of calls answered selecting option 4 was 126,767
- the average wait time for callers selecting option 4 was 5 minutes 27 seconds
- the number of calls received selecting option 1 was 31,118
- the number of calls answered selecting option 1 was 29,390
- the average wait time for callers selecting option 1 was 3 minutes 20 seconds
- the number of staff, on average, responding to option 4 enquiry calls, was 43
- the number of staff, on average, responding to option 1 payment calls, was 14
Every telephone call that is answered by a telephone officer, on 0870 606 7766, is recorded. Regular monitoring is carried out by contact centre managers to ensure the quality and accuracy of both the information provided and the customer experience. This ensures that customers receive consistent high levels of customer service, coupled with the fact that we aim to answer at least 80% of calls. We encourage our telephone officers to take ownership of the enquiry and, where necessary, make further enquiries on the customer’s behalf. This means that customers do not need to make repeat calls but will be contacted by contact centre staff once an answer has been established.