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)?
£1.44m
What was the total number of contacts (telephone calls, emails, etc) received in the previous financial year?
Approximately 525,000
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 customer@devon.gov.uk email address. Multiple services can also be accessed via the web, further details can be found on Devon County Council’s public website.