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Contact Centre Stats for 2017

Posted: 16th January 2018 by
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Hi all and Happy New Year!!!

You may be interested to know some contact centre stats for 2017 (or at least from 1st Jan to 3pm on 29th December…) *

CALLS

Total

Average per working day

ALL CALLS

33326

129

INCOMING CALLS

23178

90

OUTGOING CALLS

10148

39

EMAIL

Total

Average per working day

INFO

27668

107

POST OUT

3763

15

HOME VISITS

1373

5

OTHER

Total

Average per working day

STATIONERY REQUESTS

424

2

INCOMING POST (items)

6164

24

NEW CASES ADDED TO CRM

Total

Average per working day

ALL SERVICES

13791

53

ICAA

2383

9

IHCA

1920

7

GENERIC, COMMUNITY OR FORMAL

1877

7

IMHA

1291

5

IMCA

1094

4

RPR

1033

4

DOLS

450

2

LEARNING DISABILITY ADVOCACY

185

 

COMMUNITY MENTAL HEALTH

49

 

SERVICE COMPLAINTS

16

 

SIGNPOSTING (includes enquiries)

3493

14

 

* Average staffing complement - 5 support advocates, 1 admin, 1 senior support advocate and 1 manager.

Bring on 2018!

Wendy O’Mant

Contact Centre Manager


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