Call handling, targets and performance

Call recording

The telephone system automatically records calls to the Customer Service Centre. We don't download, transcribe or listen to calls except when:

  • We use random samples for training and development purposes to help us identify best practice and continually improve customers' experiences.
  • If we receive a complaint about how a call was handled. We may listen to the call (if we have the details) to help us decide whether or not to uphold the complaint.

​Our targets and performance

​Three important measures of our
call handling and performance are:
​Performance in May 2019
​The percentage (%) of calls we answered
within 60 seconds.
Target is 80%
​82%
​The percentage of abandoned calls.
(A customer abandons a call when they hang up
before an advisor is able to answer.)
Target is 5% or less
​3%
​Total number of calls ​17,636

Overall performance for 2016 to 2017

We achieved a total service level of 72% during the financial year 2016/17. Unfortunately this was short of our regular target of 80%. Contributory factors here include some staffing issues and the migration of a new service (Occupational Therapy) into the department. We did achieve our target for abandoned calls during this time period. The target is less than 5% and we achieved 4% overall.

Overall performance for 2015

In 2015 we achieved our targets for both service levels and calls abandoned. Our service level targets are 80% and we aim to abandon no more than 5% of telephone calls. This report summarises our overall performance in 2015. Over the course of the year we answered 84% of all calls in under 20 seconds and abandoned just 2% of calls, showing that we are meeting our promises to customers for telephone performance.