OPERATIONAL PLAN 2024-25 Q3 QUARTERLY REPORTING · Attachment 2 - Q3 KPI Report

  Customer Service - Average Phone Wait Time [seconds]

  The average phone wait time measures the average time that a caller spends waiting in a queue before their
  call is answered by a customer service officer. A key indicator of how promptly the organisation responds to
  incoming phone enquiries.

  A downward trend of the average phone wait time over the FY24/25 continues, reflective of a decreased staff
  turn-over rate within the team, and with new staff member becoming more experienced. Likely also impacted
  by team’s relocation to a central location which allows for improved exchange of information within the team
  to more efficiently respond to customer enquiries.
Seconds