Traveline Contact Centre Performance

Traveline Contact Centre Performance – October to December 2021

Call Volumes

The Traveline team were offered a total of 59,684 calls over this three-month period. 

Of these, the team answered 45,465 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 percentage answered from October to December 2021 was 76.18%. This level of performance was below the annual target of 82% answer rate, reflecting the challenges that the team experienced during a period that was impacted by a shortage of bus drivers across the region, late notice timetable changes, Stagecoach industrial action, and a couple of days of snow at the end of November.

Average Waiting Time

On average, our customers were waiting for 158 seconds between dialling and speaking to an advisor. We aim to answer calls within two minutes on average, and as such we failed to achieve this target for the quarter. October and November saw wait times of 175 seconds and 198 seconds respectively, with December dipping back inside target at 105 seconds.

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed a total of 14,104 travel pass applications of which 11,865 were online and 2,239 were paper applications.

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 1.8 working days to be processed (compared with a target of within three days) and paper applications took 5.8 working days (compared with a target of within ten days).