Townsville City Council Call Center Volumes and Response Rates
by Townsville City Council / Townsville City Council·Updated 3mo ago
4filesXLSX
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Description
Townsville City Council Call Center Volumes by Customer Interaction Type and Response Rates. The dataset tracks call center calls, front counter transactions, Click2Chat, and email interactions, including metrics for average speed of answer and average handling time. It also contains the number of customer service requests raised and closed, and the percentage of calls resolved at first contact.
Use Cases
Analyze trends in Average Speed of Answer and Average Handling Time across Customer Interaction Types like Call Centre Calls and Click2Chat.
Model the relationship between the percentage of calls resolved at first point of contact and the volume of Customer Service Requests raised.
Compare service efficiency by correlating Front Counter Transactions data with Email request closure rates.
Strengths
Data is provided directly by the Townsville City Council, the authoritative source.
Includes multiple customer interaction channels: Call Centre Calls, Front Counter Transactions, Click2Chat, and Email.
Contains key performance indicators like Average Speed of Answer and the percentage of calls resolved at first contact.
Dataset was last updated in March 2026, indicating recent maintenance.
Limitations
The total number of rows and specific column definitions are unknown, limiting precise analytical planning.
Sample data is unavailable, preventing assessment of data structure and quality before download.
Geographic coverage is limited to the Townsville City Council jurisdiction.
Provenance
Source
Townsville City Council
Collection Method
Operational data from council call center and customer service systems.
Time Range
null
Freshness
Last updated 2026-03-13.
Geography
Townsville City Council area, Australia.
Available file formats are CSV and XLSX. Data is licensed under Creative Commons Attribution 4.0 (cc-by-4.0).