Townsville City Council Call Center Volumes and Response Rates

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.