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.*
