How to Read Our Phone Call Data
We share this information so you can see how busy our phone lines are and what to expect when you call us.
- Calls received: How many calls come in each month.
- Calls answered: How many of those calls our team pick up.
- Average talk time: How long, on average, each call takes.
- Abandoned calls: Calls where the patient hangs up before getting through. Many happen just before 8 am when lines are busiest.
- Queue times: If lines are busy, you may wait in a queue. Most calls in the queue are answered, usually within 5–8 minutes.
- Callbacks: If you don’t want to wait, you can request a callback. Almost all requested callbacks are completed successfully.
What this means for you:
If you stay on the line or request a callback, you will normally get through. The data helps us to improve access for patients.
| Call Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 | July 25 | August 25 |
| Inbound Received | 9,760 | 9,363 | 9,462 | 8,821 | 8,592 | 8,527 | 8,813 | 7,807 |
| Inbound Answered | 6,748 | 6,063 | 6,308 | 5,793 | 5,430 | 5,533 | 5,570 | 5,046 |
| Average Inbound Talk Time | 2m 13s | 2m 15s | 2m 8s | 2m 14s | 2m 18s | 2m 18s | 2m 27s | 2m 16s |
| Outbound Attempted | 3,869 | 3,541 | 3,871 | 3,426 | 3,592 | 3,516 | 3,732 | 3,222 |
| Outbound Connected | 3,505 (90.6%) | 3,207 (90.6%) | 3,539 (91.4%) | 3,152 (92.0%) | 3,265 (90.9%) | 3,140 (89.3%) | 3,340 (89.5%) | 2,959 (91.8%) |
| Average Outbound Talk Time | 3m 23s | 3m 29s | 3m 25s | 3m 16s | 3m 20s | 3m 23s | 3m 23s | 33 30s |
| Abandoned Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 | July 25 | August 25 |
| Abandon Calls | 2,485 (25.5%) | 2,677 (28.6%) | 2,630 (27.8%) | 2,517 (28.5%) | 2,673 (31.1%) | 2,603 (30.5%) | 2,553 (29.0%) | 2,441 (31.3%) |
| Average Abandoned Call Time | 29s | 27s | 29s | 36s | 29s | 27s | 27s | 30s |
| Queue Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 | July 25 | August 25 |
| Calls That Queued | 7,210 | 6,601 | 6,758 | 6,232 | 5,879 | 5,882 | 6,221 | 5,335 |
| Answered from Queue | 6,740 (93.5%) | 6,053 (91.7%) | 6,300 (93.2%) | 5,786 (92.8%) | 5,427 (92.3%) | 5,533 (94.1%) | 5,746 (92.4%) | 5,043 (94.5%) |
| Average Queue Time Answered | 6m 11s | 8m 6s | 6m 12s | 6m 11s | 7m 20s | 4m 47s | 5m 47s | 5m 22s |
| Missed from Queue | 470 (6.5%) | 548 (8.3%) | 458 (6.8%) | 446 (7.2%) | 452 (7.7%) | 349 (5.9%) | 475 (7.6%) | 292 (5.5%) |
| Missed from Queue Excluding Repeat Callers | 399 (5.5%) | 485 (7.3%) | 410 (6.1%) | 402 (6.5%) | 390 (6.6%) | 317 (5.4%) | 415 (6.7%) | 264 (4.9%) |
| Repeat Callers That Queued | 46 | 49 | 39 | 32 | 49 | 27 | 48 | 24 |
| Average Queue Time Missed | 4m 55s | 6m 13s | 5m 45s | 4m 49s | 4m 51s | 3m 50s | 4m 31s | 4m 48s |
| Callback Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 | July 25 | August 25 |
| Callbacks Requested | 894 | 894 | 890 | 719 | 733 | 583 | 640 | 622 |
| Callbacks Successful | 854 | 841 | 835 | 685 | 697 | 561 | 611 | 601 |
| Callbacks Unsuccessful | 25 | 28 | 29 | 23 | 23 | 11 | 22 | 15 |
| Patient Cancelled Callbacks | 1 | 1 | 0 | 0 | 1 | 1 | 0 | 1 |