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 | May 25 | June 25 | July 25 | August 25 | September 25 | October 25 | November 25 |
| Inbound Received | 8,592 | 8,527 | 8,813 | 7,807 | 9,211 | 8,117 | 6,350 |
| Inbound Answered | 5,430 | 5,533 | 5,570 | 5,046 | 6,362 | 5,494 | 4,200 |
| Average Inbound Talk Time | 2m 18s | 2m 18s | 2m 27s | 2m 16s | 2m 1s | 2m 5s | 2m 15s |
| Outbound Attempted | 3,592 | 3,516 | 3,732 | 3,222 | 3,565 | 4,690 | 4,747 |
| Outbound Connected | 3,265 (90.9%) | 3,140 (89.3%) | 3,340 (89.5%) | 2,959 (91.8%) | 3,259 (91.4%) | 4,256 (90.7%) | 4,308 (90.8%) |
| Average Outbound Talk Time | 3m 20s | 3m 23s | 3m 23s | 3m 30s | 3m 25s | 2m 28s | 2m 40s |
| Abandoned Summary | May 25 | June 25 | July 25 | August 25 | September 25 | October 25 | November 25 |
| Abandon Calls | 2,673 (31.1%) | 2,603 (30.5%) | 2,553 (29.0%) | 2,441 (31.3%) | 2,413 (26.2%) | 2,028 (25.0%) | 1,589 (25.0%) |
| Average Abandoned Call Time | 29s | 27s | 27s | 30s | 1m 0s | 54s | 49s |
| Queue Summary | May 25 | June 25 | July 25 | August 25 | September 25 | October 25 | November 25 |
| Calls That Queued | 5,879 | 5,882 | 6,221 | 5,335 | 6,747 | 5,998 | 4,725 |
| Answered from Queue | 5,427 (92.3%) | 5,533 (94.1%) | 5,746 (92.4%) | 5,043 (94.5%) | 6,359 (94.2%) | 5,491 (91.5%) | 4,199 (88.9%) |
| Average Queue Time Answered | 7m 20s | 4m 47s | 5m 47s | 5m 22s | 4m 38s | 4m 3s | 3m 30s |
| Missed from Queue | 452 (7.7%) | 349 (5.9%) | 475 (7.6%) | 292 (5.5%) | 388 (5.8%) | 507 (8.5%) | 526 (88.9%) |
| Missed from Queue Excluding Repeat Callers | 390 (6.6%) | 317 (5.4%) | 415 (6.7%) | 264 (4.9%) | 352 (5.2%) | 456 (7.6%) | 455 (9.6%) |
| Repeat Callers That Queued | 49 | 27 | 48 | 24 | 30 | 47 | 55 |
| Average Queue Time Missed | 4m 51s | 3m 50s | 4m 31s | 4m 48s | 3m 54s | 4m 5s | 3m 28s |
| Callback Summary | April 25 | May 25 | June 25 | July 25 | August 25 | September 25 | October 25 | November 25 |
| Callbacks Requested | 719 | 733 | 583 | 640 | 622 | 611 | 271 | 3 |
| Callbacks Successful | 685 | 697 | 561 | 611 | 601 | 596 | 262 | 3 |
| Callbacks Unsuccessful | 23 | 23 | 11 | 22 | 15 | 12 | 6 | 0 |
| Patient Cancelled Callbacks | 0 | 1 | 1 | 0 | 1 | 0 | 1 | 0 |