Call wait times average - (seconds)

Our goal
Actual
Target
Goal

This measure looks at the average length of time customers have to wait before their telephone call is answered in the Customer Contact Centre.

Performance has deteriorated this quarter (July to September 2019) to an average of 120.3 seconds.  Some of this is due to resource capacity and new advisor experience. In addition to this there was an increase in calls received for services such as free school meals, which historically take longer to handle, therefore effecting agent availability.

 

 

 

 

Smaller values are best