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    • FOI request (FOIR-273923304)

      Switchboard stats

      Requested Wed 18 November 2020
      Responded Wed 25 November 2020

      Please 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 2019/20
      77% of total call answered by the councils contact centre from April to September 2020
      Calls are answered by trained customer service officers
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