Call wait times average - (seconds)

Our goal is

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

With the introduction of Interactive Voice Response (IVR) on our busiest lines, including Money and Benefits, the Council has seen 22% of calls being diverted away from the Contact Centre to the appropriate pathway to support the customer, helping to reduce volume and improve response.


Smaller values are best