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 2017
No. of Voice Contacts   231,570
No. of Written Contacts   31,446
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   422 seconds

January 2017: Voice Contacts 231570; Written Contacts 31446

Case Profile

Enquiry Handling

  Target January 2017
No. of Enquiry Cases   156,585
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January 2017
No. of Complaint Cases   32,712
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January 2017: Enquiry 156585 ; Complaint 32712 ; Others 10242