How many customer service advisors (or equivalent staff) do you employ in your contact centre (or equivalent service)?
45 heads; 37.5 FTE (Full Time Equivalents).
How many other staff (e.g. managers) do you employ in your contact centre (or equivalent service)?
5 heads; 4.8 FTE
What is the current budget for your contact centre (or equivalent service)?
What was the total number of contacts (telephone calls, emails, etc) received in the previous financial year?
What service level agreements do you have in place (e.g. x amount of calls answered in x amount of minutes)?
50% of calls to be answered in 20 seconds or less.
What was the service level achieved in the previous financial year?
40.4% of calls answered in 20 seconds on less.
Do you offer digital contact for any services and if so, which ones?
Yes; all services can be accessed via digital contact using, for example, the firstname.lastname@example.org email address. Multiple services can also be accessed via the web, further details can be found on Devon County Council’s public website.