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 2018
No. of Voice Contacts   2 752 438
No. of Written Contacts   373 805
Calls Answered within 12 Seconds
(Planning Target)
>=80% 69%
Call Abandoned Rate <10% 7%
Customer Satisfaction (5-point scale) >=4.0 4.52
Average Call Handling Time   447 seconds

January to September 2018: Voice Contacts 2752438; Written Contacts 373805

Case Profile

Enquiry Handling

  Target January – September 2018
No. of Enquiry Cases   1 458 514
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January – September 2018
No. of Complaint Cases   367 895
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to September 2018: Enquiry 1458514 ; Complaint 367895 ; Others 90655

                              
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