Service Charter - Service and Performance Standards

Number of Calls Answered within 30 seconds

Each month we monitor the number of calls answered within 30 seconds. Our target is currently 80%. The table below shows you how we are performing.

Number of web chats answered within 60 seconds

Each month we monitor the number of web chats where an agent has responded to the customers initial chat within 60 seconds. Our target is currently 80%. The table below shows you how we are performing.