Customer Contact Centre Performance
Our Customer Contact Centre provides a single point of contact for accessing council services over the phone. Below are the latest performance figures for the Contact Centre:
| Indicator | June 09 | July 09 | Aug 09 | Sep 09 | Oct 09 | Nov 09 | Dec 09 |
|---|---|---|---|---|---|---|---|
| Total calls made to the Contact Centre | 13037 | 12739 | 13041 | 12478 | 11500 | 12525 | 10934 |
| Total calls answered | 12070 | 11856 | 11438 | 11606 | 10726 | 11736 | 10042 |
| Percentage of calls answered | 93% | 93% | 88% | 93% | 93% | 94% | 92% |
| Percentage of calls answered within 20 seconds | 73% | 73% | 57% | 71% | 74% | 71% | 70% |
| Average call waiting time | 21 seconds | 20 seconds | 36 seconds | 24 seconds | 19 seconds | 21 seconds | 20 seconds |
| Average call duration | 79 seconds | 81 seconds | 89 seconds | 78 seconds | 77 seconds | 83 seconds | 79 seconds |
| Percentage of calls resolved at Contact Centre | 82% | 84% | 84% | 83.3% | 82.7% | 84.5% | 85.3% |
Page tools
Contact information
For further information about this page please contact:
Contact Centre Manager, Customer Service
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 452506 Fax: 01259 452500
Email: asalmond@clacks.gov.uk
Or use the on-line contact form
