Needs Improvement

Average Call Abandonment Rate

Target

The Target is to have no more than 8% of calls be abandoned prior to being answered.

Analysis

Abandonment rate is directly linked to customer hold time.  Hold times can vary due to both internal and external factors.  Internal factors can include staffing availability and equipment failure; and external factors can include inclement weather, holiday schedules, water disconnections for non-payment and overall complexity of caller issues.

Next Steps

Durham One Call, Water Management  Department and Solid Waste  will continue to work to address internal factors to include filling vacant positions and process improvements.

Status Indicators: On Target On Target | Close to Target Close to Target | Needs Improvement Needs Improvement | Target Pending Target Pending