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 - May 2017
No. of Voice Contacts   1 299 813
No. of Written Contacts   171 175
Calls Answered within 12 Seconds
(Planning Target)
>=80% 78%
Call Abandoned Rate <10% 2%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   421 seconds

January to May 2017: Voice Contacts 1299813; Written Contacts 171175

Case Profile

Enquiry Handling

  Target January - May 2017
No. of Enquiry Cases   881 259
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - May 2017
No. of Complaint Cases   173 451
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to May 2017: Enquiry 881259 ; Complaint 173451 ; Others 54225