Customer Contact Centre Performance

<p> </p> <p style="margin: 0cm 0cm 0pt;"><em><span style="font-family: 'Arial','sans-serif'; font-size: 12pt;"> Customer Contact Centre performance is measured on the average wait time for calls to be answered in seconds and the average resolution for calls received as a percentage.</span></em></p> <p><em><span style="font-family: 'Arial','sans-serif'; font-size: 12pt;">The term “Generic” applies to all services excluding Colchester Borough Homes, Benefits, Council Tax and Business Rates.</span></em><em><span style="font-family: 'Arial','sans-serif'; font-size: 12pt;"> </span></em></p> <p><em><span style="font-family: 'Arial','sans-serif'; font-size: 12pt;">The heading  “CBH” indicates all Colchester Borough Homes calls.</span></em></p> <p><em><span style="font-family: 'Arial','sans-serif'; font-size: 12pt; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-fareast-language: EN-US; mso-ansi-language: EN-GB; mso-bidi-language: AR-SA;"><span style="font-family: Arial, sans-serif;"><span style="font-size: 12pt;">The figures shown are an average per quarter year and do not represent individual months.</span></span><br /><br /><span style="font-family: Arial, sans-serif;"><span style="font-size: 16px;">The Centre saw a large increase in contact in the first two quarters of 2017 due to changes made to the waste collection service.</span></span></span></em></p>