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Communication and response management reporting dashboard

Communication and response management reporting dashboard. September 2008. switched-on reporting. September 08. Exchanges switched-on. REPORT 23. This Month. Cumulative. %. 0. 2. 0. switched-on reporting. Website. This Month. Cumulative. 100%. 100%. Website availability %.

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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard September 2008

  2. switched-on reporting September 08 Exchanges switched-on REPORT 23 This Month Cumulative % 0 2 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 9,276 352,983 Number of visits 4,984 Top 20 Countries this month (visits to website) 154 71% 76% SplitResidential % United States - 3,905 United Kingdom - 3,883 N/A - 909 Sweden - 86 India - 54 Germany - 46 China - 45 Europe - 37 France - 36 Australia - 28 New Zealand - 24 Netherlands - 18 Israel - 17 Canada - 15 South Korea - 14 Switzerland - 13 Spain - 12 Japan - 10 Taiwan - 9 Italy - 9 15% 14% SME % 15% 9% Corporate % 00:07:31 00:06:20 Average dwell time Average number of pages visited 7 10 Total number of online searches 57,417 14 Residential 7,250 2 Business Total 16 64,667

  3. September 08 REPORT 23 switched-on Website Traffic

  4. September 08 Exchanges switched-on REPORT 23 This Month Cumulative % 0 2 0 switched-on reporting Call Centre This Month Cumulative This Month Cumulative Total no. of searches (Operator & IVR) 00:00:13 - - 00:00:16 Average time call waiting 104 2,073 Emails recorded & white mail received Total number of calls (Operator & IVR) 7 176 Volume Volume 80% 76% SplitResidential % 83 1,570 Top reasons to call 12% 10% SME % 12 217 • Migration date • FAQs 4% 0% Corporate % 0 87 8% 10% CP’s % 8 199 70 1,243 IVR only This Month Cumulative 34 830 No. of live operator calls only No. of emails/ white mail/info despatched 176 7 100% 100% % of calls resolved on first contact Welsh speaker requests 0 0 22 0 Calls forwarded from CP’s 00:01:41 00:01:40 Average call duration

  5. September 08 REPORT 23 switched-on Call Centre Traffic

  6. September 08 Exchanges switched-on REPORT 23 This Month Cumulative % 0 2 0 switched-on reporting Communication Methods Where did you hear about switched-on? Residential This Month Cumulative This Month Cumulative Customers reached via door drop (DM used to date) 0 759 - - Leaflet - - - - Awareness % Poster - - 0 0 Reach % of total Households Direct Mail - - Information Pack SME This Month Cumulative - - Word of Mouth 0 86 Customers reached via DM - - Other - - Awareness % 0 0 Reach (% of Total SMEs)

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