Customer Contact Centre Performance

Published by:
Colchester Borough Council
Last updated:
08 August 2020
Topic:
Not added
Licence:
Open Government Licence

Summary

 

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.

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Data links

Link to the data Format File added Data preview
Contact and Support Call Performance - Download XML 08 August 2020 Not available
Contact and Support Call Performance - Download CSV 08 August 2020 Preview
Contact and Support Call Performance - Service XML 04 January 2020 Not available
Contact and Support Call Performance - Service JSON 04 January 2020 Not available
Customer Contact Centre Performance - Download HTML 04 January 2020 Not available