Customer Contact Centre performance is measured on the average wait time for calls to be answered in seconds and the average resolution for calls received as a percentage.
The term “Generic” applies to all services excluding Colchester Borough Homes, Benefits, Council Tax and Business Rates.
The heading “CBH” indicates all Colchester Borough Homes calls.
The figures shown are an average per quarter year and do not represent individual months.
The Centre saw a large increase in contact in the first two quarters of 2017 due to changes made to the waste collection service.