Pay

Freedom of information request response - 06312

FOI request

FOI ID number
06312
Regarding
Contact Centres
Request

Could I please request the following information under the Freedom of Information Act.

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, front line 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.

To avoid any doubt, I am only seeking information that is routinely available to the council and used within the contact centre. As the question responses are mostly single number or Yes / No responses, for ease of collation, I attach a spreadsheet with each of the questions included in a response matrix. The matrix clearly shows each response required and should take no more than 3-4 hours to complete with available information. With this in mind,  

  • Where a question does not apply to the Council, please mark it as "not applicable".
  • If the data requested is not measured, please mark it as "not measured".
  • If the data is no longer held by the Council, please mark it as "not held".

Our response

Response

Please see the attached spreadsheet.

Response date
13 August 2019

Associated documents