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 - April 2019
No. of Voice Contacts   1 853 589
No. of Written Contacts   204 443
Calls Answered within 12 Seconds
(Planning Target)
>=80% 66%
Call Abandoned Rate <10% 6%
Customer Satisfaction (5-point scale) >=4.0 4.51
Average Call Handling Time   411 seconds

January - April 2019: Voice Contacts 1853589; Written Contacts 204443

Case Profile

Enquiry Handling

  Target January - April 2019
No. of Enquiry Cases   571 571
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - April 2019
No. of Complaint Cases   165 831
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January - April 2019: Enquiry 571571 ; Complaint 165831 ; Others 30818

                              
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