Customer Contact Centre Performance
Our Customer Contact Centre was launched in March 2004, providing you with a single point of contact for accessing council services over the phone. Below are the latest performance figures for the Contact Centre:
| Indicator | June 08 | July 08 | Aug 08 | Sep 08 | Oct 08 | Nov 08 |
|---|---|---|---|---|---|---|
| Total calls made to the Contact Centre | 13140 | 12595 | 12308 | 13795 | 14049 | 12460 |
| Total calls answered | 12354 | 11987 | 11568 | 12959 | 13088 | 11676 |
| Percentage of calls answered | 94% | 95% | 94% | 94% | 93% | 94% |
| Percentage of calls answered within 20 seconds | 76% | 75% | 75% | 75% | 75% | 77% |
| Average call waiting time | 17 seconds | 17 seconds | 19 seconds | 18 seconds | 18 seconds | 18 seconds |
| Average call duration | 75 seconds | 78 seconds | 79 seconds | 72 seconds | 74 seconds | 75 seconds |
| Percentage of calls resolved at Contact Centre | 79% | 75% | 81% | 77% | 82% | 84% |
Contact information
For further information about this page please contact:
Customer Services Manager, Customer Contact Centre
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 450000 Fax: 01259 452500
Email: contactcentre@clacks.gov.uk
Or use the on-line contact form.