Lifeline: Recent Statistics
Based on our KPI's (Key Performance Indicators)

To date, this financial year (1st April 2007 to 31st March 2008) the Control Centre has handled 205,845 calls, 5834 which were identified as critical calls.

Percentage of calls responded to within 30 seconds
During the last 12 months we responded to 96.56% of calls within 30 seconds, exceeding our TSA target of 80%


Percentage of calls responded to within 60 seconds
During the last 12 months we responded to 98.8% of calls within 30 seconds, against the TSA target of 98.5%

Call Monitoring
Lifeline calls are monitored against service standards. These standards include:

• Standard greeting used
• Professional and clear
• Correct assessment
• Appropriate action

Since April 2007100% of calls monitored have achieved our set quality standards (as above).

Complaints
All complaints are responded to within 5 working days. We have only had 5 complaints noted in total this financial year to date.

Click here to view frequently asked questions about Lifeline. For more information email us at lifeline@progressgroup.org.uk or phone us on 01772 436756.

To go back to the main Lifeline page click here.