FOI Request - Telephone Calls and E-Mails

Request 101000378416

Please could you let me know if you are able to provide the following publicly available information .

The figures that I am looking for relate to inbound enquires from the public into your contact centre rather than sales calls or internal communications.

Phone Calls
1. Number of telephone calls per months for the past two years (and monthly average over this period)
2. Percentage of calls coming from mobiles
3. Average handling time
4. Average cost per contact and how this is calculated
5. First contact resolution (FCR) rate
6. Number of Full-time Equivalent personnel staffing the phones

Emails
1. Number of emails per months for the past two years (and monthly average over this period)
2. Average handling time
3. Average cost per contact and how this is calculated
4. First contact resolution (FCR) rate
5. Number of Full-time Equivalent personnel answering emails

Web/Live Chat (if used)
1. Number of chats per months for the past two years
2. Percentage of chats coming from mobile devices
3. Average handling time
4. Average cost per contact and how this is calculated
5. First contact resolution (FCR) rate
6. Number of Full-time Equivalent personnel staffing web chat

I would also be grateful if you could provide the Top 10 reasons for people contacting your organisation across all channels.

Response 02-10-2015

Phone Calls
1 Number of telephone calls per months for the past two years (and monthly average over this period)

Calls Answered
Sep-13       10499
Oct-13       11585
Nov-13       11405
Dec-13       9030
Jan-14       13282
Feb-14      11781
Mar-14      13547
Apr-14      11425
May-14     12273
Jun-14       12014
Jul-14        12350
Aug-14      11861
Sep-14      12734
Oct-14      12601
Nov-14     10713
Dec-14      9135
Jan-15      12617
Feb-15     11377
Mar-15    13543
Apr-15     11487
May-15    10972
Jun-15      11633
Jul-15      11947
Aug-15    11489
Total 281300
Monthly Average 11721

2 Percentage of calls coming from mobiles 

This information is not held and is therefore exempt under Section 17 of the Freedom of  Information (Scotland) Act 2002

3 Average handling time
3 minutes 2 seconds

4 Average cost per contact and how this is calculated
 

This information is not held and is therefore exempt under Section 17 of the Freedom of  Information (Scotland) Act 2002



5 First contact resolution (FCR) rate
As no definition for FCR provided we are unable to provide detail

6 Number of Full-time Equivalent personnel staffing the phones
17.40

EMAILS
1 Number of emails per months for the past two years (and monthly average over this period)

Emails Received
Sep-13     2416
Oct-13     2751
Nov-13    3065
Dec-13    2499
Jan-14     3475
Feb-14    3146
Mar-14    4233
Apr-14    4359
May-14   3981
Jun-14     3853
Jul-14      3970
Aug-14    3685
Sep-14    3792
Oct-14    3808
Nov-14    3539
Dec-14   2839
Jan-15    3744
Feb-15   3332
Mar-15   4343
Apr-15   3806
May-15   3260
Jun-15    3524
Jul-15     3676
Aug-15   3441
Total 84537
Monthly Average 3522

2 Average handling time
 

This information is not held and is therefore exempt under Section 17 of the Freedom of  Information (Scotland) Act 2002



3 Average cost per contact and how this is calculated
 

This information is not held and is therefore exempt under Section 17 of the Freedom of  Information (Scotland) Act 2002



4 First contact resolution (FCR) rate
As no definition for FCR provided we are unable to provide detail

5 Number of Full-time Equivalent personnel answering emails
No staff dedicated to answering emails - task undertaken by Contact Centre and Access Point staff when not taking calls or handling face to face enquiries.


Web/Live Chat (if used) Not Used
1 Number of chats per months for the past two years
2 Percentage of chats coming from mobile devices
3 Average handling time
4 Average cost per contact and how this is calculated
5 First contact resolution (FCR) rate
6 Number of Full-time Equivalent personnel staffing web chat

I would also be grateful if you could provide the Top 10 reasons for people contacting your organisation across all channels.

1 General Council Housing Enquiries
2 Council House Repairs
3 Council Tax Account Enquiries
4 Dial A Bus Bookings
5 Housing Benefit Enquiries
6 Council House Rent Enquiries
7 Check Position on Housing Waiting List
8 Council Tax Change of Circumstances
9 Waste - Special Collection Booking
10 Report Road/Streetlight Faults

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