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 – October 2018
No. of Voice Contacts   3 154 600
No. of Written Contacts   425 591
Calls Answered within 12 Seconds
(Planning Target)
>=80% 67%
Call Abandoned Rate <10% 9%
Customer Satisfaction (5-point scale) >=4.0 4.52
Average Call Handling Time   448 seconds

January to October 2018: Voice Contacts 3154600; Written Contacts 425591

Case Profile

Enquiry Handling

  Target January – October 2018
No. of Enquiry Cases   1 616 015
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January – October 2018
No. of Complaint Cases   413 872
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January to October 2018: Enquiry 1616015 ; Complaint 413872 ; Others 99697

                              
This goes to iframe