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.

The implementation of Interactive Voice Response (IVR) on the busiest lines continues to have a positive impact on call waiting times, with IVRs directing calls appropriately and fewer repeat calls helping to improve response times. 

 

Smaller values are best