How are we performing?
(Based on our Key Performance Indicators.)
Between 1st April 2008 to 31st March 2009, the Control Centre handled 178,295 calls, 7462 of which were identified as critical calls.
Percentage of calls responded to within 30 seconds
During the last 12 months we responded to 93.63% 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 97.81% of calls within 30 seconds, against the TSA target of 96.5%
Since April 2009, we have answered 152,722 calls.
Call Monitoring
Lifeline calls are monitored against service standards. These standards include:
- Standard greeting used
- Professional and clear
- Correct assessment
- Appropriate action
Since April 2008, 100% 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.
For more information email us at lifeline@progressgroup.org.uk or phone us on 01772 436756.
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