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 2019
No. of Voice Contacts   364 610
No. of Written Contacts   52 232
Calls Answered within 12 Seconds
(Planning Target)
>=80% 65%
Call Abandoned Rate <10% 6%
Customer Satisfaction (5-point scale) >=4.0 4.54
Average Call Handling Time   400 seconds

January 2019: Voice Contacts 364610; Written Contacts 52232

Case Profile

Enquiry Handling

  Target January 2019
No. of Enquiry Cases   168 834
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January 2019
No. of Complaint Cases   46 055
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January 2019: Enquiry 168834 ; Complaint 46055 ; Others 9923

                              
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