Traveline Contact Centre Performance

Traveline Contact Centre Performance - July to September 2019

(view Q2 infographics)

Call Volumes

The Traveline team were offered a total of 59,801 calls over this three-month period. Of these, the team answered 49,053 calls, helping our customers with journey planning, live departure information, travel pass queries and lots of other support and advice related to public transport.

Percentage of Calls Answered

The Traveline team’s annual target is answering 82% of calls. The percentage answered from July to September 2019 was 80.3%. This period included the peak season for ordering new and replacement travel passes, for example young people applying for new passes before the start of the new academic year.  It also covered the period in September when bus service changes affected customers across the region. 

Average Waiting Time

On average, our customers had to wait two minutes from dialling to speaking to an advisor. 

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed 25,378 travel pass applications – 20,582 of these were made online via, with the remaining 4,796 coming in as completed paper application forms. 

Average Application Processing time

The Traveline team keep track of how long an application has been pending, from the moment it arrives in the office to the point it is accepted or in some cases rejected. Over this three-month period, online applications took an average of one day to be processed, whilst the wait for paper applications to be processed was three days on average.