Request 101004062553

Please provide the following information for the most recent 12-month period for which complete data is available, and specify the exact dates covered.

1. Total enquiries. Please provide the total number of enquiries received by the council’s Customer Services/Contact Centre function during the reporting period.

2. Channel breakdown. Where recorded, please provide the total number of enquiries received through each of the following channels:

a) Telephone
b) Email
c) Online form or customer portal
d) Webchat
e) Virtual assistant or chatbot
f) Social media
g) SMS, WhatsApp, or another messaging service
h) Other (please specify)

If the council records some of these channels together, please provide the information using the categories held.

3. Telephone performance. If held, please provide:

a) Average speed to answer telephone calls
b) Total number of abandoned calls
c) Average call-handling time

4. Service hours. Please provide the standard operating hours of the central Customer Services/Contact Centre function, including whether staffed customer service support is routinely available during evenings or weekends.

5. Complaints. If held, please provide the total number of complaints specifically relating to performance, responsiveness, or accessibility of the central Customer Services/Contact Centre function.

6. Customer satisfaction. If held, please provide the average customer satisfaction score (CSAT) or equivalent customer service satisfaction measure for the reporting period.

7. First contact resolution. If first contact resolution is measured, please provide:

a) The first contact resolution rate
b) The number of enquiries resolved at the first point of contact, if recorded
c) Please also provide the council’s definition of first contact resolution

8. Use of artificial intelligence. Does the council currently use any AI-powered technology within its central Customer Services/Contact Centre function?

a) If yes, please briefly describe the technology and its purpose. This could include, but is not limited to, chatbots or virtual assistants, automated email handling, call summarisation, knowledge tools, or technology that assists customer service staff.

9. Customer service workforce. Please provide the average number of full-time equivalent staff working within the central Customer Services/Contact Centre function during the reporting period.

a) If an average is not held, please provide the number recorded at the nearest available data and specify that date.

10. Most common reasons for contact. If enquiries are categorised by reason for contact, please provide:

a) The five most common recorded enquiry categories during the reporting period
b) The number of enquiries recorded in each category, if held