Peterborough City Council customers are having their calls
answered quicker than ever by staff at the customer service
centre.
Between 1 April 2008 and 31 August 2008, 95 per cent of all
telephone calls were answered with only 5 per cent of all calls
abandoned. During the same period 76 per cent of calls were
answered within 20 seconds.
This is in contrast to the situation for the same period the year
before when 85 per cent of calls were answered and 15 per cent of
callers hung up rather than continuing to wait for an answer. For
the same period 64 per cent of calls were answered within 20
seconds.
Similar progress has been achieved in the waiting time for people
who make personal visits to the Bayard Place customer service
centre. Between 1 April 2008 and 31 August 2008, 74 per cent of
customers were seen within 30 minutes, compared with 61 per cent
for the same period the year before.
Councillor Matthew Dalton, cabinet member for customer focus and
communications, said: "These figures show that we are continuing to
make improvements to the service we provide our customers.
"The actual number of calls answered has been greater every month
since April when compared with the respective month in 2007. We
have also seen an increase in the number of people making personal
visits since June.
"Thanks to the commitment and support of our team, customer
expectations are being met and at times exceeded and we are
receiving compliments on the standards of service delivery.
However, there is still more work to be done to improve the level
of service even further.
"We remain absolutely committed to delivering quality, value for
money services and we believe the current performance at the
customer service centre is well on the way to providing just
that."
Ends.