Our Performance
Stirling Council aims to answer at least 95% of calls. This year alone we have answered 97% of all calls. Furthermore, 87% of all calls were answered within 20 seconds.
Who contacts us?
We received around 400,000 phone calls in 2007 from customers. The most popular reasons for calling were:
- Refuse issues
- Council Tax matters
- Requests for housing repairs
- Planning enquiries
More of you are now choosing to contact us by e-mail and we have received over 11.000 e-mails in 2007.
Improved Quality
In 2007, the contact centre handled 16% more incoming calls and 72% more emails than the previous year. Despite this, 29% fewer callers hung up whilst waiting; now only 2.6% against an industry standard target of 5% or less. Payments made through the contact centre were also up by 16%. This improved performance was achieved with no additional staff; simply by using our resources more efficiently. Improved quality is also reflected in an average satisfaction score of over 95%.
Any comments or observations?
If you would like to give feedback on the manner in which Stirling Council has dealt with your enquiry or request, then we have an online feedback system and would welcome your comments.
