The telephone system automatically records calls to the Customer Service Centre. We don't download, transcribe or listen to calls except when:
- We use random samples for training and development purposes to help us identify best practice and continually improve customers' experiences.
- If we receive a complaint about how a call was handled. We may listen to the call (if we have the details) to help us decide whether or not to uphold the complaint.
Our targets and performance
|The percentage (%) of calls we answered|
within 60 seconds.
Target is 80%
|The percentage of abandoned calls.
(A customer abandons a call when they hang up
before an Advisor is able to answer.)
Target is 5% or less
|Total number of calls ||16,709|