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 - September 2017
No. of Voice Contacts   2 800 813
No. of Written Contacts   351 826
Calls Answered within 12 Seconds
(Planning Target)
>=80% 72%
Call Abandoned Rate <10% 7%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   439 seconds

January to September 2017: Voice Contacts 2800813; Written Contacts 351826

Case Profile

Enquiry Handling

  Target January - September 2017
No. of Enquiry Cases   1 536 259
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - September 2017
No. of Complaint Cases   353 905
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to September 2017: Enquiry 1536259 ; Complaint 353905 ; Others 91175