Our latest figures relating to visits and calls received by the Connections Offices and the Call Centre.
| Total calls answered excluding automated payments | 12,873 | | | | | |
| Average wait in queue (seconds) | 55 | | | | | |
| Customers served - Torquay | 3,950 | | | | | |
| Customers served - Paignton | 2,231 | | | | | |
| Customers served - Brixham | 1,087 | | | | | |
| Email Responses | 716 | | | | | |
| Calls answered within (seconds) | 15 | | | | | |
| Enquiries resolved at 1st point of contact* | N/A | | | | | |
| Total calls answered excluding automated payments | | | | | | |
| Average wait in queue (seconds) | | | | | | |
| Customers served - Torquay | | | | | | |
| Customers served - Paignton | | | | | | |
| Customers served - Brixham | | | | | | |
| Email Responses | | | | | | |
| Calls answered within (seconds) | | | | | | |
| Enquiries resolved at 1st point of contact* | | | | | | |
*As of April 2011 the way in which we classify an enquiry as resolved has changed. We are only classifying enquiries as resolved if there has been no 3rd party involvement (internal or external). This means we are now showing a more realistic resolved rate to reflect the enquiries completed.
| Total calls answered excluding automated payments | 11,329 | 10,354 | 13,339 | 9,544 | 9,868 | 9,805 |
| Average wait in queue (seconds) | 144 | 129 | 150 | 145 | 175 | 211 |
| Customers served - Torquay | 4,310 | 4,121 | 4,857 | 3,753 | 4,315 | 4,899 |
| Customers served - Paignton | 2,287 | 2,083 | 2,586 | 1,791 | 2,123 | 2,152 |
| Customers served - Brixham | 1,044 | 922 | 1,198 | 822 | 1,043 | 1,112 |
| Email Responses | 427 | 344 | 537 | 304 | 523 | 592 |
| Calls answered within (seconds) | 15 | 15 | 15 | 15 | 15 | 15 |
| Enquiries resolved at 1st point of contact* | 90.39% | 88.37% | 85.62% | 72.77% | 59.19% | 53.97% |
| Total calls answered excluding automated payments | 9,452 | 10,684 | 10,544 | 10,351 | 10,785 | 8,736 |
| Average wait in queue (seconds) | 192 | 140 | 127 | 75 | 76 | 70 |
| Customers served - Torquay | 4,408 | 3,947 | 4,482 | 4,017 | 4,018 | 3,141 |
| Customers served - Paignton | 2,128 | 1,992 | 2,222 | 2,024 | 1,954 | 1,603 |
| Customers served - Brixham | 1,078 | 993 | 1,019 | 997 | 991 | 836 |
| Email Responses | 604 | 773 | 622 | 608 | 545 | 481 |
| Calls answered within (seconds) | 15 | 15 | 15 | 15 | 15 | 15 |
| Enquiries resolved at 1st point of contact* | 36.30% | 33.45% | 31.99% | 29.61% | N/A | N/A |
| Total calls answered including automated payments | 13,515 | 11,257 | 14,792 | 11,865 | 11,364 | 13,431 |
| Average wait in queue (seconds) | 52 | 50 | 47 | 123 | 117 | 102 |
| Customers served - Torquay | 3,960 | 4,349 | 4,251 | 4,399 | 4,012 | 4,554 |
| Customers served - Paignton | 1,711 | 1,752 | 1,733 | 1,787 | 1,621 | 2,031 |
| Customers served - Brixham | 916 | 992 | 821 | 1,039 | 930 | 1,142 |
| Calls answered within (seconds) | 15 | 15 | 15 | 15 | 15 | 15 |
| Enquiries resolved at 1st point of contact | 91.72% | 91.11% | 91.88% | 86.91% | 84.90% | 86.70% |
| Total calls answered including automated payments | 14,047 | 20,533 | 35,772 | 17,002 | 15,034 | 12,646 |
| Average wait in queue (secs) | 162 | 187 | 205 | 90 | 75 | 115 |
| Customers served - Torquay | 4,567 | 4,291 | 5,052 | 4,277 | 4,121 | 3,347 |
| Customers served - Paignton | 1,937 | 1,859 | 2,308 | 2,046 | 2,039 | 1,504 |
| Customers served - Brixham | 958 | 1,008 | 1,341 | 1,023 | 926 | 778 |
| Calls answered within (secs) | 15 | 15 | 15 | 15 | 15 | 15 |
| Enquiries resolved at 1st point of contact | 88.40% | 89.81% | 66.85% | 83.96% | 87.97% | 90.04% |
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