How is the Customer Service Centre Performing?
Here at Sentinel our highly trained Customer Service Team are dedicated to making sure your phone call is dealt with quickly and effectively.
Our Customer Service Centre celebrated its fifth birthday this year, having dealt with more than 1.1 million calls since its inception. In the year to date, the CSC resolved 96% of incoming calls without transferring customers to other departments.
The table below highlights our performance in August 2008:
Customer Service Centre Performance
| Performance Area | Actual | Target | At a glance |
| Presented Calls | 8254 | Not targeted |
J
|
| Average Wait | 10 seconds | 20 seconds |
J |
| One stop shop | 97% | 95% |
J
|
| Abandonment Rate | 8.43% | 10% |
J
|
We have quarterly customer service centre awards presented to the individual who has delivered exceptional customer service. Your compliments help us to decide the worthy winner, so please keep them coming!
THIS QUARTERS CSC AWARD GOES TO....
ELAINE PEACOCK
……………… For her dedication and commitment to customers and colleagues.