September 2013 - Bron Afon

7.2 More work will be undertaken on customer satisfaction with the service and
the opportunity to involve the Service Improvement Monitors will be fully
explored.
7.3 Managers will continue to monitor the headline statistics on a weekly basis
and will take corrective action whenever necessary to ensure that
performance continues to improve.
7.4 The three new CHAs will complete their induction training and we expect to
see further increases in enquiries being resolved at first point of contact as
their knowledge increases.
7.5 We will continue to push hard to decrease the abandonment rates and
improve call answering times. It should be noted that demand in terms of call
volume is likely to increase as we move into the winter months with more
requests for repairs. As a result performance may be plateau for a couple of
weeks before continuing to improve as we assess and respond to changing
demand.
7.6 Our key targets for September are to achieve an average speed of answer of
50 seconds and subject to the above proviso about changing patterns of
demand to maintain abandonment rate at August’s level as we are already
doing better than the 12% goal we have previously set.We will report back to
Board in October on progress achieved.
Appendices
None
Background papers
None
Corporate Plan • Doing what we already do to an excellent standard
• Building skills and capacity
• Providing advice and support to those who need it
For further information about this report, please contact: Cath Stenson – Head of
Inclusion and Support. Tel: 01633 620373 e-mail: cath.stenson@bronafon.org.uk.
For copies of documents referred to as appendices or background papers, please
access Buzz or contact Kevin Willmott, Acting Governance Officer.
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