Average Call Abandonment Rate
The target is to have no more than 8% of calls be abandoned prior to being answered.
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.
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 | Close to Target | Needs Improvement | Target Pending