Per cent of calls to ServiceOakville answered within service level

Target: 80/30 service level achieved 80% of the time.
Current: ServiceOakville's 80/30 service level is being achieved 78% of the time. Data as of December 31, 2018. This is approaching target.

Per cent of Calls to ServiceOakville Answered Within 80/30 Service Level: as of December 31, 2018

 

Per cent of Calls to ServiceOakville Answered Within 70/30 Service Level: 2013-2015

 

Why is this important?

We know the value of your time. We also know that call wait times reflect the quality of your customer service experience. That’s why we’re committed to ensuring that 80 per cent of calls to ServiceOakville are answered within 30 seconds.

How is this measured?

The town’s service level is 80 per cent of calls answered within 30 seconds, otherwise known as an 80/30 service level. Our target is to meet this performance goal at least 80 per cent of the time. ServiceOakville uses an automated system for tracking calls, wait time, abandoned calls, service level and performance. Automatic tracking excludes calls that were handled in less than 20 seconds and hang-ups after six seconds or less wait time.

What progress are we making?

Prior to 2016, the town’s targeted service level for calls to ServiceOakville was 70 per cent of calls answered within 30 seconds. This target was met and exceeded regularly. To continually improve performance, ServiceOakville’s targeted response time was increased to 80 per cent of calls answered within 30 seconds, to be achieved at least 80 per cent of the time.

In 2018, we achieved this target 78 per cent of the time. While we have been close, we have not yet reached the target since it was adopted; therefore, it is an ambitious yet realistic target for which to strive.

Page last updated: May 2019

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