This measure looks at the length of time customers have to wait before their telephone call is answered in the Customer Contact Centre. Performance has been exceeding the target of 180 seconds (March 2016 until June 2017). During this time, the lowest average time customers had to wait was 103 seconds.
In the third quarter of the year, call waiting times have improved considerably, helped by the recruitment of new staff and the implementation of improvement actions. Call waiting times are now well within target. This improved performance has also helped the Council’s post-call customer satisfaction survey increase from 89% to 94.6%. This is against a backdrop of a 17% decrease in the number of calls received between July and September 2017 and October to December 2017.