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 – May 2018
No. of Voice Contacts   1 533 854
No. of Written Contacts   188 443
Calls Answered within 12 Seconds
(Planning Target)
>=80% 69%
Call Abandoned Rate <10% 6%
Customer Satisfaction (5-point scale) >=4.0 4.5
Average Call Handling Time   453 seconds

January to May 2018: Voice Contacts 1533854; Written Contacts 188443

Case Profile

Enquiry Handling

  Target January – May 2018
No. of Enquiry Cases   805 113
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January – May 2018
No. of Complaint Cases   175 791
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to May 2018: Enquiry 805113 ; Complaint 175791 ; Others 49069

                              
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