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 – July 2018
No. of Voice Contacts   2 092 187
No. of Written Contacts   272 752
Calls Answered within 12 Seconds
(Planning Target)
>=80% 71%
Call Abandoned Rate <10% 6%
Customer Satisfaction (5-point scale) >=4.0 4.52
Average Call Handling Time   445 seconds

January to July 2018: Voice Contacts 2092187; Written Contacts 272752

Case Profile

Enquiry Handling

  Target January – July 2018
No. of Enquiry Cases   1 145 895
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January – July 2018
No. of Complaint Cases   262 925
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to July 2018: Enquiry 1145895 ; Complaint 262925 ; Others 70766

                              
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