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Contact centres' quarterly performance
Updated 1 January 2013
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| Contact Centres' Quarterly Performance | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Contact Centres' Overall | Not set | Not set | Not set | Taxes | Not set | Not set | Not set | Tax Credits | Not set | Not set | Not set | Child Benefit | Not set | Not set | Not set |
| Not set | Quarter | April | May | June | Quarter | April | May | June | Quarter | April | May | June | Quarter | April | May | June |
| Call Attempts | 22,126,296 | 8,219,148 | 7,499,998 | 6,407,150 | 8,115,885 | 3,675,449 | 2,582,560 | 1,857,876 | 8,413,179 | 2,553,273 | 2,831,403 | 3,028,503 | 1,151,121 | 359,439 | 388,523 | 403,159 |
| %Call Attempts Handled | 67% | 60% | 71% | 72% | 58% | 49% | 64% | 68% | 73% | 68% | 77% | 72% | 70% | 68% | 73% | 69% |
| Callers | 15,250,294 | 5,270,423 | 5,266,336 | 4,713,535 | 5,388,491 | 2,241,245 | 1,774,620 | 1,372,626 | 6,039,128 | 1,723,301 | 2,077,580 | 2,238,247 | 825,662 | 247,628 | 281,523 | 296,511 |
| Queue Wait - % Answered in - | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Less than 2 mins | 43% | 43% | 46% | 39% | 44% | 43% | 45% | 44% | 35% | 36% | 41% | 26% | 37% | 38% | 38% | 35% |
| 02:00 to 04:59 | 11% | 9% | 12% | 12% | 5% | 3% | 6% | 6% | 15% | 13% | 17% | 14% | 15% | 14% | 16% | 16% |
| 05:00 to 09:59 | 18% | 18% | 18% | 18% | 10% | 9% | 11% | 11% | 22% | 22% | 21% | 22% | 25% | 25% | 26% | 25% |
| 10:00 to 19:59 | 21% | 22% | 18% | 25% | 23% | 23% | 23% | 23% | 28% | 28% | 20% | 37% | 22% | 22% | 19% | 24% |
| 20:00 to 29:59 | 5% | 6% | 5% | 5% | 14% | 15% | 13% | 13% | 1% | 1% | 1% | 2% | 0% | 0% | 0% | 0% |
| 30:00 to 44:59 | 1% | 2% | 1% | 1% | 4% | 6% | 2% | 2% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 45:00 to 59:59 | 0% | 0% | 0% | 0% | 0% | 1% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 1:00:00 to 1:59:59 | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 2 hours and over | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Contact Centre Quarterly Performance April to June 2012 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Contact Centres' Overall | Not set | Not set | Not set | Bereavement | Not set | Not set | Not set | PAYE ADL | Not set | Not set | Not set | EHL | Not set | Not set | Not set |
| Not set | Quarter | April | May | June | Quarter | April | May | June | Quarter | April | May | June | Quarter | April | May | June |
| Call Attempts | 22,126,296 | 8,219,148 | 7,499,998 | 6,407,150 | n/a | n/a | n/a | n/a | 349,197 | 124,552 | 121,448 | 103,197 | 824,452 | 282,793 | 319,174 | 222,485 |
| %Call Attempts Handled | 67% | 60% | 71% | 72% | n/a | n/a | n/a | n/a | 90% | 87% | 92% | 92% | 60% | 67% | 53% | 61% |
| Callers | 15,250,294 | 5,270,423 | 5,266,336 | 4,713,535 | n/a | n/a | n/a | n/a | 210,831 | 73,163 | 76,154 | 61,514 | 527,354 | 178,078 | 200,948 | 148,328 |
| Queue Time - % Answered in - | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Less than 2 mins | 43% | 43% | 47% | 38% | 94% | 85% | 100% | 100% | 99% | 99% | 99% | 99% | 22% | 13% | 36% | 16% |
| 02:00 to 04:59 | 11% | 9% | 12% | 12% | 2% | 4% | 0% | 0% | 1% | 1% | 1% | 1% | 11% | 11% | 11% | 10% |
| 05:00 to 09:59 | 18% | 18% | 18% | 18% | 2% | 5% | 0% | 0% | 0% | 0% | 0% | 0% | 38% | 57% | 19% | 40% |
| 10:00 to 19:59 | 22% | 22% | 18% | 26% | 2% | 6% | 0% | 0% | 0% | 0% | 0% | 0% | 28% | 19% | 32% | 34% |
| 20:00 to 29:59 | 5% | 6% | 5% | 5% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 1% | 0% |
| 30:00 to 44:59 | 1% | 2% | 1% | 1% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 45:00 to 59:59 | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 1:00:00 to 1:59:59 | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| 2 hours and over | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |