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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.

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

 

 

 

 

 

Aug

 

 

 

 

 

Sep

 

 

 

 

 

Oct

 

 

 

 

 

Nov

 

 

 

 

 

Dec

 

 

 

 

 

Jan

 

 

 

 

 

Feb
Mar

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).