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 - November 2017
No. of Voice Contacts   3 418 012
No. of Written Contacts   431 202
Calls Answered within 12 Seconds
(Planning Target)
>=80% 71%
Call Abandoned Rate <10% 7%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   444 seconds

January to November 2017: Voice Contacts 3418012; Written Contacts 431202

Case Profile

Enquiry Handling

  Target January - November 2017
No. of Enquiry Cases   1 828 291
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - November 2017
No. of Complaint Cases   427 283
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to November 2017: Enquiry 1828291 ; Complaint 427283 ; Others 106185