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 | August 25 | September 25 | October 25 | November 25 | December 25 | January 26 | February 26 |
| Inbound Received | 7,807 | 9,211 | 8,117 | 6,350 | 6,997 | 9,157 | 6,891 |
| Inbound Answered | 5,046 | 6,362 | 5,494 | 4,200 | 4,124 | 4,653 | 4,287 |
| Average Inbound Talk Time | 2m 16s | 2m 1s | 2m 5s | 2m 15s | 2m 13s | 2m 23s | 2m 27s |
| Outbound Attempted | 3,222 | 3,565 | 4,690 | 4,747 | 5,629 | 5,800 | 5,448 |
| Outbound Connected | 2,959 (91.8%) | 3,259 (91.4%) | 4,256 (90.7%) | 4,308 (90.8%) | 5,158 (91.6%) | 5,319 (91.7%) | 4,286 (90.6%) |
| Average Outbound Talk Time | 3m 30s | 3m 25s | 2m 28s | 2m 40s | 2m 27s | 2m 27s | 2m 30s |
| Abandoned Summary | August 25 | September 25 | October 25 | November 25 | December 25 | January 26 | February 26 |
| Abandon Calls | 2,441 (31.3%) | 2,413 (26.2%) | 2,028 (25.0%) | 1,589 (25.0%) | 1,875 (26.8%) | 2,827 (30.9%) | 1,648 (23.9%) |
| Average Abandoned Call Time | 30s | 1m 0s | 54s | 49s | 46s | 57s | 47s |
| Queue Summary | August 25 | September 25 | October 25 | November 25 | December 25 | January 26 | February 26 |
| Calls That Queued | 5,335 | 6,747 | 5,998 | 4,725 | 5,059 | 6,288 | 5,213 |
| Answered from Queue | 5,043 (94.5%) | 6,359 (94.2%) | 5,491 (91.5%) | 4,199 (88.9%) | 4,121 (81.5%) | 4,650 (74.0%) | 4,286 (82.2%) |
| Average Queue Time Answered | 5m 22s | 4m 38s | 4m 3s | 3m 30s | 6m 1s | 10m 18s | 5m 50s |
| Missed from Queue | 292 (5.5%) | 388 (5.8%) | 507 (8.5%) | 526 (88.9%) | 938 (18.5%) | 1,638 (26.0%) | 927 (17.8%) |
| Missed from Queue Excluding Repeat Callers | 264 (4.9%) | 352 (5.2%) | 456 (7.6%) | 455 (9.6%) | 752 (14.9%) | 1,250 (19.9%) | 756 (14.5%) |
| Repeat Callers That Queued | 24 | 30 | 47 | 55 | 134 | 264 | 132 |
| Average Queue Time Missed | 4m 48s | 3m 54s | 4m 5s | 3m 28s | 3m 44s | 4m 42s | 3m 32s |
| Callback Summary | August 25 | September 25 | October 25 | November 25 | December 25 | January 26 | February 26 |
| Callbacks Requested | 622 | 611 | 271 | 3 | 28 | 270 | 50 |
| Callbacks Successful | 601 | 596 | 262 | 3 | 28 | 252 | 50 |
| Callbacks Unsuccessful | 15 | 12 | 6 | 0 | 0 | 14 | 0 |
| Patient Cancelled Callbacks | 1 | 0 | 1 | 0 | 0 | 0 | 0 |