Customer service performance standards
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Time taken to answer your calls in 2011
Our aim is to answer 70% of the calls that we receive within 30 seconds.
|
Month |
% |
Total number of calls answered |
Average wait (seconds) |
|
December 2011 |
58% |
10783 |
75 |
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November 2011 |
54% |
13341 |
81 |
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October 2011 |
51% |
12788 |
84 |
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September 2011 |
44% |
13706 |
114 |
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August 2011 |
61% |
13708 |
56 |
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July 2011 |
55% |
12224 |
70 |
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June 2011 |
49% |
11918 |
92 |
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May 2011 |
19% |
7136 |
244 |
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April 2011 |
41% |
12520 |
117 |
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March 2011 |
42% |
15997 |
119 |
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February 2011 |
31% |
11086 |
149 |
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January 2011 |
31% |
13498 |
164 |
Time taken to answer your calls in 2010
Our aim is to answer 70% of the calls that we receive within 30 seconds.
|
Month |
% |
Total number of calls answered |
Average wait (seconds) |
|
December 2010 |
67% |
13942 |
43 |
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November 2010 |
72% |
14577 |
38 |
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October 2010 |
52% |
14136 |
88 |
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September 2010 |
44% |
14682 |
105 |
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August 2010 |
50% |
14521 |
96 |
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July 2010 |
44% |
14736 |
105 |
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June 2010 |
56% |
14868 |
73 |
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May 2010 |
40% |
13425 |
126 |
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April 2010 |
31% |
16737 |
146 |
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March 2010 |
50% |
19843 |
98 |
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February 2010 |
77% |
14679 |
37 |
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January 2010 |
46% |
17625 |
98 |
Past performance
2009
- Grade of service was 64% of calls answered in 30 seconds
- Average waiting time was 70 seconds
- We answered 236784 phone calls
2008
- Grade of service was 65% of calls answered in 30 seconds
- Average waiting time was 72 seconds
- We answered 275803 phone calls
2007
- Grade of service was 66% of calls answered in 20 seconds
- Average waiting time was 56 seconds
- We answered 307874 phone calls
2006
- Grade of service was 61% of calls answered in 20 seconds
- Average waiting time was 65 seconds
- We answered 228807 phone calls.
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Page Last Updated: 20 Jan 2012
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