Please could you provide me with answers to the following questions by completing the attached spreadsheet and return by email.
I understand that under the terms of the Freedom of Information Act you have 20 days to respond, and I look forward to receiving a reply within that timescale.
I also understand that you may charge for requests which are beyond a particular time limit.
If you believe this is the case, please contact me before starting any chargeable request.
Thank you for your FOI request.
Please see completed spread sheet attached.
|How many people are employed in your contact centre(s)?||15|
|What are your opening hours?||8:30-5pm Mon to Thurs & 8:30 - 4:30pm Fri|
|Number of telephone calls per months for the past two years (and monthly average over this period)||Total no. of calls received via auto attendant (including option '0')||Average no. Of calls per day||2015-16||Total no. of calls received via auto attendant (including option '0')||Average no. Of calls per day|
|Average handling time?||3.5 min||2014-15||Apr||9309||405|
|First point of contact resolution rate?||78%||Jul||6506||283||May||7427||323|
|Average cost per contact and how this is calculated?||Unknown||Aug||6831||342||Jun||3945||197|
|What is the total annual cost of your contact centres(s), including staff?||384,620||Sept||7567||344||Jul||8161||408|
|Do you outsource the contact centre(s)?||No||Oct||7780||354||Aug||6941||316|
|What services do you provide in your contact centre(s) and to which level? (see separate tabs for completion)||Nov||6186||281||Sept||7850||357|
|How is your contact centre (s) funded?||Council Budget||Dec||5503||250||Oct||8137||370|
|What is the ratio of part-time to full-time employees?||4 part time||Jan||7125||324||Nov||7814||355|
|Which CRM system do you use?||In-house developed||Feb||7251||330||Dec||6019||274|
|How many systems do your call handlers use?||5||Mar||9366||426||Jan||7167||326|
|How many systems do you have full integration with through your CRM?||None||Feb||7704||350|
|What type of Council are you (rural, city, district etc.)?||Borough||Mar||9236||420|
|How many residents do you have?|
|I would also be grateful if you could provide the Top 10 reasons for people contacting your organisation across all channels|
|Our largest volume of calls are in relation to 1. Planning 2. Housing 3. Waste & Recycling|