September 2013 - Bron Afon

4 Performance on the Helpdesks in August 2013
4.1 By the end of August performance across the two Helpdesks had improved
significantly:
Average speed of
answer
July (baseline) Target August (actual)
1 minute 50 1 minute 52 seconds
seconds
Abandonment rate 20.60% 16.00% 7.85%
1 st point of
contact resolution
54.00% None set 66.80%
4.2 As charts 1 and 2 below evidence there was a marked decrease in
abandonment rates between w/c 5 and w/c 12 August when the Area Offices
closed and 6 staff transferred to the Helpdesks at HQ.
Chart 1: General Helpdesk call answering performance August 2013
4.3 Speed of answer is also showing a steady improving trend. During the week
commencing 19 August we answered 73% of the 2,532 calls received within a
minute. We still have some way to go if we are to achieve the contact centre
industry standard of answering 80% of calls in 20 seconds and we
acknowledge that at peak periods people are still waiting an unacceptably
long period of time to have their call answered.
4.4 Whilst we have not yet set a target for calls resolved at the first point of
contact there has been a marked improvement in this area across both
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