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Service Charter

 

Number of Calls Answered within 20 seconds

Each month we monitor the number of calls answered within 20 seconds. Our target is currently 80%. The table below shows you how we are performing.

Month Grade of Service
September 2020 98%
October 2020 97%
November 2020 93%
December 2020 98%
January 2021 92%
February 2021 94%
March 2021 75%
April 2021 72%
May 2021 75%
June 2021 58%
July 2021 31%
August 2021 40%

 

Number of web chats answered within 60 seconds

Each month we monitor the number of web chats where an agent has responded to the customers initial chat within 60 seconds. Our target is currently 80%. The table below shows you how we are performing.

Month Grade of Service
September 2020 99%
October 2020 98%
November 2020 83%
December 2020 82%
January 2021 95%
February 2021 96%
March 2021 96%
April 2021 89%
May 2021 87%
June 2021 79%
July 2021 77%
August 2021 73%
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Customer Services Live Web Chat
Customer Services Live Web Chat