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FOI request (FOIR-273923304)
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Requested Wed 18 November 2020
Responded Wed 25 November 2020Please may I ask the percentage of calls answered for both 2019/20 and this year up to end Oct for your contact centre. Is this percentage before the IVR message? Is this a specialist call advisor answering the call or a general switchboard that will later transfer to another line
Response
78% of total calls answered by the councils contact centre for 2019/2077% of total call answered by the councils contact centre from April to September 2020Calls are answered by trained customer service officers -
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