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FOI/EIR 25/26-499-Contact Centre
Number of calls and average call answer time 2021-2025
Request received 21 January 2026
Information Requested:
1) % of calls to the contact centre that are handled (answered) from the year 2021 to 2025. Preferably for each financial quarter, within this time scale.
2) Average call answer time (seconds) from the year 2021 to 2025. Preferably for each financial quarter, within this time scale.
Responded 23 January 2026
2021/22 - 98.44% of calls answered, 0.26 seconds average call answer time
2022/23 - 97.20% of calls answered, 0.37 seconds average call answer time
2023/24 - 69.2% of calls answered, 0.20 seconds average call answer time (please note we had phone issues during this period which affected our statistics).
2024/25 - 96.2% of calls answered, 0.21 seconds average call answer time