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Brentwood Borough Council

FOI 11495

Enquiries to Contact Centre

Request

Please could you let me know if you are able to provide the following publicly available information or point me in the direction of where I might find it?

Failing this, LivePerson would be more than happy to submit an official Freedom of Information request if necessary.

We would like the information because we are currently working with many organisations in the public and private sector to reduce their contact centre costs by more than 30%.

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

Please could you let me know if you are able to provide the following publicly available information or point me in the direction of where I might find it?

Failing this, LivePerson would be more than happy to submit an official Freedom of Information request if necessary.

We would like the information because we are currently working with many organisations in the public and private sector to reduce their contact centre costs by more than 30%.

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.

There was a ‘soft launch’ for the Contact Centre in April 2014 with additional services gradually being introduced throughout the remainder of 2014 and into 2015.  Due to initial problems with our software reliable statistics were not available until July 2014, therefore the figures below are from July 2014 – August 2015.


Phone Calls

1. Number of telephone calls per months for the past two years (and monthly average over this period) July 2014 – Aug 2015: 105,262 -  average 7,519 per month

2. Percentage of calls coming from mobiles Unknown

3. Average handling time 2:08 mins

4. Average cost per contact and how this is calculated Unknown

5. First contact resolution (FCR) rate – average 71%

6. Number of Full-time Equivalent personnel staffing the phones up to 10 per day

Emails

1. Number of emails per months for the past two years (and monthly average over this period) 2647

2. Average handling time Unknown

3. Average cost per contact and how this is calculated Unknown

4. First contact resolution (FCR) rate Unknown

5. Number of Full-time Equivalent personnel answering emails 2 per day

Web/Live Chat (if used) Not applicable

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.       Report a missed waste collection
2.       Enquiry regarding the status of a planning application
3.       Requesting planning advice
4.       Housing application enquiry
5.       Tree enquiries
6.      Booking a building surveyor site inspection