24 Hour Control Centre

Percentage of Calls Answered within 20 Seconds

84% of the calls we take have to be answered within 20 seconds.

• April 2010 - unfortunately we did not meet our target this month due to moving premises
• May 2010 - unfortunately we did not meet our target this month due to technical difficulties
• June 2010 - unfortunately we did not meet our target this month, however we are looking at new ways of working to improve performance
• July 2010 - unfortunately we did not meet our target this month, however we continue to look at new ways of working to improve performance
• August 2010 – we achieved an actual total of answering 83.45% of our calls within 20 seconds which is an upward trend, however we continue to look at new ways of working to improve performance.
• September 2010 - we achieved a cumulative average of answering 80.62% of calls within 20 seconds which is an increase in performance from last month.

The graph below shows the actual percentage of calls answered within 20 seconds.

This graph shows the cumulative average of calls answered within 20 seconds on 0161 342 2222. Our target is to answer 84% of calls within 20 seconds.