2.03 311 First - Call Resolution Rate

Call Volume Trends:
Total calls received have decreased from 94,686 in 2017 to 71,399 in 2023, indicating a downward trend in call volume over the years.
Answered and Transferred Calls:
The percentage of answered calls has generally increased, rising from 72% in 2017 to 82.4% in 2023. This suggests improved responsiveness and efficiency in handling calls.
Conversely, the percentage of calls transferred has decreased from 28% in 2017 to 17.6% in 2023, indicating better problem resolution at the first point of contact.
Yearly Performance:
2017: High transfer rate indicates initial challenges in call handling.
2018-2019: Improvement in answered calls and a decline in transfers reflect enhancements in service delivery.
2020: The peak of 84.9% answered calls and a low of 15.1% transferred suggests effective strategies during heightened demand.
2021-2023: Satisfaction remains stable with 81-82.4% answered, demonstrating sustained improvements in service quality.