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 - March 2017
No. of Voice Contacts   713 046
No. of Written Contacts   99 137
Calls Answered within 12 Seconds
(Planning Target)
>=80% 81%
Call Abandoned Rate <10% 2%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   418 seconds

January to February 2017: Voice Contacts 446423; Written Contacts 61612

Case Profile

Enquiry Handling

  Target January - March 2017
No. of Enquiry Cases   516 291
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - March 2017
No. of Complaint Cases   97 771
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to February 2017: Enquiry 318376 ; Complaint 61651 ; Others 19864