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Reviewing our Customer Service Centre

Press play below to see the latest performance figures for our Customer Service Centre.

Alternatively, you can read the full performance report to our board here.

The video shows performance figures for quarter four of the financial year 2016/17, and how these compare to the figures from the previous three quarters.

Jargon Buster


A quarter is a three month period during the financial year. The financial year runs from April to March.

  • Quarter one is April - June
  • Quarter two is July - September
  • Quarter three is October - December
  • Quarter four is January - March

Percentage of calls abandoned

This refers to the number of calls made to our Customer Service Centre during which the person making the call hangs up before their call is answered.