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How the service is monitored
To ensure that we consistently provide an excellent service, the Customer Service Centre is monitored in a number of ways:
Recorded and monitored calls
Calls may be recorded or monitored for training and quality control purposes.
Customer survey
Postal surveys are conducted monthly to monitor customer perception of our service over the telephone.
Key Performance Indicators
The telephone system monitors our performance on how quickly we answer your calls.
Half-year ending September 30 2012 EMHA
| Number of calls |
48,598 |
| Abandoned calls (when the caller hangs up) | 4.08% (Target 5%) |
| Percentage of calls answered within 20 seconds | 79.38% (Target 80%) |
| Average answer time | 18 Seconds (Target 23 seconds) |
