Content

Freedom of Information Request

Contact Centre

Received: 1 August 2019

* Does the Council operate a contact centre
* Is the contact centre delivered in house or by a third party
* If delivered by a third party, who provides this service
* If delivered by the Council, which directorate does it sit in
* The average number of people deployed in the contact centre (FTE) for each of 2016, 2017 and 2018, broken down into leadership, team management, frontline and support roles
* Which access channels have been delivered from the contact centre in each of 2016, 2017 and 2018
* Which service lines have been delivered from the contact centre in each of 2016, 2017 and 2018
* Which telephony system is used in the contact centre
* Which system is used to manage e-mails in the contact centre
* Which system is used to manage queues in the walk in centres
* Which systems provide online forms for customers to use
* Which Customer Relationship Management system (or equivalent) is used in the contact centre
* Which key metrics are used in the contact centre, split by access channel and covering speed of response, enquiries handled / abandoned, enquiry quality and enquiry resolution
* Which systems are used in the contact centre for each service?
* Which online forms are used by customers to access each service and are these forms integrated into the service system

Performance Information:
Could the council please supply the following information for each of 2016, 2017 and 2018
* How many calls were offered
* How many calls were answered by a person
* What was the average time to answer calls
* What was the average call handling time
* What percentage of calls were quality checked
* What was the average call quality score
* What was the first contact resolution rate for calls
* How many customers visited the walk in centre(s)
* How many visits were handled by a triage / front desk function
* How many visits were handled as a walk in interview
* How many visits were handled as an interview scheduled by appointment
* The average triage / front desk visit handling time
* The average walk in interview length
* The average appointment interview length
* The average wait to be seen for a walk in interview
* What percentage of visits were quality checked
* What was the average visit quality score
* What was the first contact resolution rate for visits
* Number of e-mails received from customers
* Number of e-mails handled in the contact centre
* Number of e-mails passed to back office service lines
* Average staff time to handle an e-mail in the contact centre
* Average time to respond to an e-mail in the contact centre
* What percentage of e-mails were quality checked
* What was the average e-mail quality score
* What was the first contact resolution rate for e-mails
* How many web chats were started
* How many web chats were completed
* Number of customers referred to alternate staffed channels
* Number of customers referred to online channels
* Average staff time to handle a web chat
* Average number of simultaneous chats handled per member of staff
* Average percentage of web chats that were quality checked
* What was the average web chat quality score
* What was the first contact resolution rate for web chat
* What was the customer satisfaction score for each service line
* What was the overall customer satisfaction score and how many customers completed surveys to deliver this score
* What was the customer satisfaction score by access channel

Outcome / Documents

  • Response (all information to be supplied) - application/pdf - Download
  • Response (some exempt) - application/pdf - Download

Rate this page?