Customer Contact Centre Performance

• Published by: Colchester Borough Council
• Last updated: 08 August 2020
• Topic: Not added
• Licence: Open Government Licence

Summary

 

Customer Contact Centre performance is measured on the average wait time for calls to be answered in seconds and the average resolution for calls received as a percentage.

The term “Generic” applies to all services excluding Colchester Borough Homes, Benefits, Council Tax and Business Rates. 

The heading  “CBH” indicates all Colchester Borough Homes calls.

The figures shown are an average per quarter year and do not represent individual months.

The Centre saw a large increase in contact in the first two quarters of 2017 due to changes made to the waste collection service.

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Supporting documents

Link to the document	Format	Date added
Customer Contact Centre Performance - Download	HTML	04 January 2020
Contact and Support Call Performance - Service	JSON	04 January 2020
Contact and Support Call Performance - Service	XML	04 January 2020
Contact and Support Call Performance - Download	CSV	08 August 2020
Contact and Support Call Performance - Download	XML	08 August 2020