Percent of Water Call Center calls that are answered within 60 seconds
High Performing Government | Desired Measure Result: Above Target
The Water Department Call Center receives almost 600,000 calls per year with the goal being to promote timely resolution of customer concerns and inquires. This measure indicates how quickly the call center is responding to calls that are waiting to be answered allowing the city to gauge efficiency and timeliness regarding how calls are answered. The target is traditionally established based on customer needs, behaviors and expectations, budgetary staffing limitations and established organizational business goals and objectives.
Data Source: The data is retrieved from the Avaya Call Management System (CMS).