1823 - 24 hours a day, 365 days a year, serving you non-stop

1823 - 24 hours a day, 365 days a year, serving you non-stop

 

1823 Performance

Voice and Written Contacts Handling

  Target January - July 2017
No. of Voice Contacts   1 963 406
No. of Written Contacts   254 638
Calls Answered within 12 Seconds
(Planning Target)
>=80% 76%
Call Abandoned Rate <10% 2%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   431 seconds

January to July 2017: Voice Contacts 1963406; Written Contacts 254638

Case Profile

Enquiry Handling

  Target January - July 2017
No. of Enquiry Cases   1 237 145
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - July 2017
No. of Complaint Cases   263 812
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to July 2017: Enquiry 1237145 ; Complaint 263812 ; Others 74775