Freedom of information response

Customer Service in Councils

Publication date: 
Monday 9 September 2019
Request: 

Contextual information:
 
• Does the Council operate a contact centre
• Is the contact centre delivered in house or by a third party
• If delivered by a third party, who provides this service
• If delivered by the Council, which directorate does it sit in
• The average number of people deployed in the contact centre (FTE) for each of 2016, 2017 and 2018, broken down into leadership, team management, frontline and support roles
• Which access channels have been delivered from the contact centre in each of 2016, 2017 and 2018
• Which service lines have been delivered from the contact centre in each of 2016, 2017 and 2018
• Which telephony system is used in the contact centre
• Which system is used to manage e-mails in the contact centre
• Which system is used to manage queues in the walk in centres
• Which systems provide online forms for customers to use
• Which Customer Relationship Management system (or equivalent) is used in the contact centre
• Which key metrics are used in the contact centre, split by access channel and covering speed of response, enquiries handled / abandoned,  enquiry quality and enquiry resolution
• Which systems are used in the contact centre for each service?
• Which online forms are used by customers to access each service and are these forms integrated into the service system
 
Performance Information:
 
Could the council please supply the following information for each of 2016, 2017 and 2018
 
• How many calls were offered
• How many calls were answered by a person
• What was the average time to answer calls
• What was the average call handling time
• What percentage of calls were quality checked
• What was the average call quality score
• What was the first contact resolution rate for calls
• How many customers visited the walk in centre(s)
• How many visits were handled by a triage / front desk function
• How many visits were handled as a walk in interview
• How many visits were handled as an interview scheduled by appointment
• The average triage / front desk visit handling time
• The average walk in interview length
• The average appointment interview length
• The average wait to be seen for a walk in interview
• What percentage of visits were quality checked
• What was the average visit quality score
• What was the first contact resolution rate for visits
• Number of e-mails received from customers
• Number of e-mails handled in the contact centre
• Number of e-mails passed to back office service lines
• Average staff time to handle an e-mail in the contact centre
• Average time to respond to an e-mail in the contact centre
• What percentage of e-mails were quality checked
• What was the average e-mail quality score
• What was the first contact resolution rate for e-mails
• How many web chats were started
• How many web chats were completed
• Number of customers referred to alternate staffed channels
• Number of customers referred to online channels
• Average staff time to handle a web chat
• Average number of simultaneous chats handled per member of staff
• Average percentage of web chats that were quality checked
• What was the average web chat quality score
• What was the first contact resolution rate for web chat
• What was the customer satisfaction score for each service line
• What was the overall customer satisfaction score and how many customers completed surveys to deliver this score
• What was the customer satisfaction score by access channel

Response: 

Please see attached document Appendix A.

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Request reference:
FOI 9317