Customer Contact Centre Performance Metrics by Service and Quarter

Average wait times in seconds and call resolution percentages for a municipal contact centre, broken down by service type including generic services and Colchester Borough Homes. The data is aggregated quarterly and includes a noted increase in contact volume during the first two quarters of 2017 due to changes in waste collection. It is provided by the Government Digital Service under an open government license.

Use Cases

• Benchmarking call centre performance based on average wait time and resolution rate metrics.
• Analyzing the impact of service changes, such as waste collection, on contact volume and performance.
• Comparing operational efficiency across different service lines like generic inquiries, housing, and benefits.

Strengths

• Includes two key performance indicators (average wait time and resolution percentage) for operational analysis.
• Data is disaggregated by service type, allowing for comparison between generic and specialized services.
• Provides a specific contextual note about a 2017 volume increase linked to a service change.

Limitations

• Row count and dataset size are unknown, which may limit suitability assessment.
• Column-level documentation is absent; field semantics must be inferred after download.
• Last update date is unknown; freshness unverified.

Provenance

Source

Government Digital Service

Collection Method

Likely administrative data collected from a municipal contact centre's operations.

Time Range

Includes data from at least 2017, but the full temporal coverage is unspecified.

Freshness

Last updated date is unknown.

Geography

Likely covers the Colchester Borough area in the United Kingdom, based on service names.