% of phone calls answered in 20 seconds
Every call that we receive goes through our Contact Centre where a dedicated team of Customer Services Advisors try to deal with requests at the first instance. One of our service level agreements is to answer 80% of all calls with 20 seconds. This is to ensure that customers are not left waiting in a queue for longer than necessary.
Figures from March 2018.
2,879 calls were answered out of 3,891 within 20 seconds.