This week (6 – 10 October) is Customer Service Week, and today’s theme is Productivity, Growth and Innovation. It’s the perfect opportunity to share how our Contact Centre has been performing so far in this financial year (beginning in April).
Our team is always working hard to make it easy for you to get in touch, and we’re proud to share some highlights:
- We’ve received 59,266 calls so far this year and answered 97.9% of them.
- 2,233 residents chose our call-back service – and we’ve been calling back within an average of 3 minutes and 30 seconds.
- We’ve also handled 30,072 emails with an average response time of 40 hours.
- Through our webchat service, we’ve answered 96.7% of the 878 chats we’ve received.
- We’ve sent 805 text invitations to join a video chat, so that we can diagnose repairs more quickly and efficiently, without residents needing to email photos separately.
We’re proud of these results and continue to look for new ways to improve how we connect with you. Thank you for your continued trust and feedback – it helps us grow, innovate, and deliver even better service every day.