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 | October 25 | November 25 | December 25 | January 26 | February 26 | March 26 | April 26 | May 26 |
| Inbound Received | 8,117 | 6,350 | 6,997 | 9,157 | 6,891 | 7,429 | 6,977 | 6,059 |
| Inbound Answered | 5,494 | 4,200 | 4,124 | 4,653 | 4,287 | 4,371 | 4,097 | 3,728 |
| Average Inbound Talk Time | 2m 5s | 2m 15s | 2m 13s | 2m 23s | 2m 27s | 2m 24s | 2m 26s | 2m 28s |
| Outbound Attempted | 4,690 | 4,747 | 5,629 | 5,800 | 5,448 | 5,722 | 5.375 | 5,351 |
| Outbound Connected | 4,256 (90.7%) | 4,308 (90.8%) | 5,158 (91.6%) | 5,319 (91.7%) | 4,286 (90.6%) | 5,282 (92.3%) | 4.936 (91.8%) | 4,906 (91.7%) |
| Average Outbound Talk Time | 2m 28s | 2m 40s | 2m 27s | 2m 27s | 2m 30s | 2m 33s | 2m 31s | 2m 19s |
| Abandoned Summary | October 25 | November 25 | December 25 | January 26 | February 26 | March 26 | April 26 | May 26 |
| Abandon Calls | 2,028 (25.0%) | 1,589 (25.0%) | 1,875 (26.8%) | 2,827 (30.9%) | 1,648 (23.9%) | 2,345 (31.6%) | 2,256 (32.3%) | 1,801 (29.7%) |
| Average Abandoned Call Time | 54s | 49s | 46s | 57s | 47s | 59s | 1m 3s | 55s |
| Queue Summary | October 25 | November 25 | December 25 | January 26 | February 26 | March 26 | April 26 | May 26 |
| Calls That Queued | 5,998 | 4,725 | 5,059 | 6,288 | 5,213 | 5,055 | 4,699 | 4,230 |
| Answered from Queue | 5,491 (91.5%) | 4,199 (88.9%) | 4,121 (81.5%) | 4,650 (74.0%) | 4,286 (82.2%) | 4,369 (86.4%) | 4,094 (87.1%) | 3,723 (88.0%) |
| Average Queue Time Answered | 4m 3s | 3m 30s | 6m 1s | 10m 18s | 5m 50s | 6m 42s | 6m 50s | 6m 20s |
| Missed from Queue | 507 (8.5%) | 526 (88.9%) | 938 (18.5%) | 1,638 (26.0%) | 927 (17.8%) | 686 (13.6%) | 605 (12.9%) | 507 (12.0%) |
| Missed from Queue Excluding Repeat Callers | 456 (7.6%) | 455 (9.6%) | 752 (14.9%) | 1,250 (19.9%) | 756 (14.5%) | 608 (12.0%) | 525 (11.2%) | 433 (10.2%) |
| Repeat Callers That Queued | 47 | 55 | 134 | 264 | 132 | 62 | 56 | 53 |
| Average Queue Time Missed | 4m 5s | 3m 28s | 3m 44s | 4m 42s | 3m 32s | 5m 59s | 6m 11s | 5m 37s |
| Callback Summary | October 25 | November 25 | December 25 | January 26 | February 26 | March 26 | April 26 | May 26 |
| Callbacks Requested | 271 | 3 | 28 | 270 | 50 | 620 | 631 | 582 |
| Callbacks Successful | 262 | 3 | 28 | 252 | 50 | 588 | 608 | 558 |
| Callbacks Unsuccessful | 6 | 0 | 0 | 14 | 0 | 11 | 6 | 4 |
| Patient Cancelled Callbacks | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 1 |