FOI request (FOIR-134876285)

Contact Centres

Requested Fri 02 August 2019
Responded Thu 15 August 2019

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

Question A. Contextual information:

1. Does the Council operate a contact centre

2. Is the contact centre delivered in house or by a third party

3. If delivered by a third party, who provides this service

4. If delivered by the Council, which directorate does it sit in

5. The average number of people deployed in the contact centre (FTE) for each of 2016, 2017 and 2018, broken down into leadership, team management, frontline and support roles

6. Which access channels have been delivered from the contact centre in each of 2016, 2017 and 2018

7. Which service lines have been delivered from the contact centre in each of 2016, 2017 and 2018

8. Which telephony system is used in the contact centre

9. Which system is used to manage e-mails in the contact centre

10. Which system is used to manage queues in the walk in centres

11. Which systems provide online forms for customers to use

12. Which Customer Relationship Management system (or equivalent) is used in the contact centre

13. 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

14. Which systems are used in the contact centre for each service?

15. Which online forms are used by customers to access each service and are these forms integrated into the service system

Question B. Performance Information:

Could the council please supply the following information for each of 2016, 2017 and 2018

1. How many calls were offered

2. How many calls were answered by a person

3. What was the average time to answer calls

4. What was the average call handling time

5. What percentage of calls were quality checked

6. What was the average call quality score

7. What was the first contact resolution rate for calls

8. How many customers visited the walk in centre(s)

9. How many visits were handled by a triage/front desk function

10. How many visits were handled as a walk in interview

11. How many visits were handled as an interview scheduled by appointment

12. The average triage/front desk visit handling time

13. The average walk in interview length

14. The average appointment interview length

15. The average wait to be seen for a walk in interview

16. What percentage of visits were quality checked

17. What was the average visit quality score

18. What was the first contact resolution rate for visits

19. Number of e-mails received from customers

20. Number of e-mails handled in the contact centre

21. Number of e-mails passed to back office service lines

22. Average staff time to handle an e-mail in the contact centre

23. Average time to respond to an e-mail in the contact centre

24. What percentage of e-mails were quality checked

25. What was the average e-mail quality score

26. What was the first contact resolution rate for e-mails

27. How many web chats were started

28. How many web chats were completed

29. Number of customers referred to alternate staffed channels

30. Number of customers referred to online channels

31. Average staff time to handle a web chat

32. Average number of simultaneous chats handled per member of staff

33. Average percentage of web chats that were quality checked

34. What was the average web chat quality score

35. What was the first contact resolution rate for web chat

36. What was the customer satisfaction score for each service line

37. What was the overall customer satisfaction score and how many customers completed surveys to deliver this score

38. 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".

Response

Please see attached completed spread sheet with the information that is held.

Attachments

• FOIR-134876285_FOIR-134876285_1-Copy_of_FOIR-134876285_1-Customer_Service_in_Councils_Research.xlsx
• FOIR-134876285_FOIR-134876285_1-Copy_of_FOIR-134876285_1-Customer_Service_in_Councils_Research.xlsx