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 – December 2016
No. of Voice Contacts   3,704,876
No. of Written Contacts   391,058
Calls Answered within 12 Seconds
(Planning Target)
>=80% 69%
Call Abandoned Rate <10% 4%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   447 seconds

January to December 2016: Voice Contacts 3704876; Written Contacts 391058

Case Profile

Enquiry Handling

  Target January – December 2016
No. of Enquiry Cases   1,961,521
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January – December 2016
No. of Complaint Cases   438,236
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to December 2016: Enquiry 1961521 ; Complaint 438236 ; Others 121574