Contour iNside Magazine Summer 2012:Layout 1 - Contour Homes

Our Performance…We monitor and review our performance regularly so we can identify what we need to improve on. It is important tous that we are open and honest about our performance, so that residents have a clear picture of how we are doing.We use a number of Key Performance Indicators to measure ourselves against and report on how we are doingagainst the target and what the trend in performance is, to see if we are getting better or worse. PerformanceInformation relating to all our service areas for the financial year 2011/12 will be included in our Annual Report thatwill be sent out in October. In this edition of iNside, we are focusing on the Customer Contact Centre Performance.Our␣PerformancePerformance Indicator Our Target Oct to Jan to Are we achieving Are we gettingDec 2011 March 2012 our target? better or worse?% of calls answered in 20 seconds 80% 69.3% 44.8%% of calls abandoned 5% 5.2% 11.8%% of customers satisfied withcall handling 90% 87% 89%We recognise that performance on answering calls is not as good as it could be and we are working toimprove this. In Summer 2011, an independent review of the Contact Centre was carried out and this hasresulted in a 12 month implementation plan that started in January 2012. An Implementation Group and twoCustomer Services Committee Champions are working to ensure that the plan and vision for the CustomerContact team is implemented. We will provide updates in future editions of iNside.If you would like to comment on any of the aboveperformance information, or if you would like furtherinformation on how we are achieving our targets orhow we are working to improve performance, pleasecontact Sharon Dawson on 0345 602 1120.KeyCurrent performance is within 5% of targetCurrent performance is between 5% and10% below targetCurrent performance is below 10% of targetImproved performance over the quarterNo change in performance over the quarterAnnual␣ReportInstead␣of␣receiving␣your␣usual␣copy␣ofiNside␣this␣Autumn,␣we␣will␣be␣sending␣you␣acopy␣of␣ourAnnual␣Report,which␣is␣writtenby␣residents,␣forresidents.␣Thiswill␣be␣publishedin␣October␣2012and␣will␣includelots␣moreinterestinginformation␣abouthow␣we␣are␣doing.Performance has got worse over the quarter9