How we handle your calls
The team who can
Our award-winning customer service team is dedicated to dealing with your call as quickly and effectively as we can. We deal with more than 10,000 calls a month, and manage to resolve issues without passing you around from phone to phone in the vast majority of cases.
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2010-2011
|
Incoming calls |
Outgoing calls |
Average wait (target 25 secs) |
Lost calls (target 9%) |
Resolved at first contact (target 85%) |
| April |
10833 |
n/a |
133secs |
24% |
71% |
| May |
8913 |
1495 |
|
8.5% |
|
| June |
10327 |
43secs |
8% |
94% | |
| July |
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| Aug |
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| Sep |
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| Oct |
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| Nov |
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| Dec |
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| Jan |
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| Feb | |||||
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Opening hours
We have two offices in Basingstoke and Fleet, where the reception areas are open from 8.30am until 5pm (4.30pm Fridays), while our phonelines are open until 5.30pm (4.30pm Fridays).
