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 26 | February 26 | March 26 | April 26 | May 26 | June 26 | July 26 | August 26 | September 26 |
| Inbound Received | 9,157 | 6,891 | 7,429 | 6,977 | 6,059 | 6,585 | 7,035 | 6,210 | 8,119 |
| Inbound Answered | 4,653 | 4,287 | 4,371 | 4,097 | 3,728 | 4,225 | 4,490 | 3,931 | 4,829 |
| Average Inbound Talk Time | 2m 23s | 2m 27s | 2m 24s | 2m 26s | 2m 28s | 2m 25s | 2m 36s | 2m 31s | 2m 27s |
| Outbound Attempted | 5,800 | 5,448 | 5,722 | 5.375 | 5,351 | 6,374 | 6,113 | 5,270 | 6,047 |
| Outbound Connected | 5,319 (91.7%) | 4,286 (90.6%) | 5,282 (92.3%) | 4.936 (91.8%) | 4,906 (91.7%) | 5,840 (91.6%) | 5,612 (91.8%) | 4,910 (93.2%) | 5,505 (91.0%) |
| Average Outbound Talk Time | 2m 27s | 2m 30s | 2m 33s | 2m 31s | 2m 19s | 2m 21s | 2m 27s | 2m 21s | 2m 24s |
| Abandoned Summary | January 26 | February 26 | March 26 | April 26 | May 26 | June 26 | July 26 | August 26 | September 26 |
| Abandon Calls | 2,827 (30.9%) | 1,648 (23.9%) | 2,345 (31.6%) | 2,256 (32.3%) | 1,801 (29.7%) | 1,846 (28.0%) | 2,012 (28.6%) | 1,818 (29.3%) | 2,515 (31.0%) |
| Average Abandoned Call Time | 57s | 47s | 59s | 1m 3s | 55s | 50s | 46s | 46s | 48s |
| Queue Summary | January 26 | February 26 | March 26 | April 26 | May 26 | June 26 | July 26 | August 26 | September 26 |
| Calls That Queued | 6,288 | 5,213 | 5,055 | 4,699 | 4,230 | 4,721 | 4,997 | 4,356 | 5,583 |
| Answered from Queue | 4,650 (74.0%) | 4,286 (82.2%) | 4,369 (86.4%) | 4,094 (87.1%) | 3,723 (88.0%) | 4,225 (89.5%) | 4,490 (89.9%) | 3,930 (90.2%) | 4,824 (86.4%) |
| Average Queue Time Answered | 10m 18s | 5m 50s | 6m 42s | 6m 50s | 6m 20s | 4m 50s | 3m 55s | 4m 2s | 7m 47s |
| Missed from Queue | 1,638 (26.0%) | 927 (17.8%) | 686 (13.6%) | 605 (12.9%) | 507 (12.0%) | 496 (10.5%) | 507 (10.1%) | 426 (9.8%) | 759 (13.6%) |
| Missed from Queue Excluding Repeat Callers | 1,250 (19.9%) | 756 (14.5%) | 608 (12.0%) | 525 (11.2%) | 433 (10.2%) | 429 (9.1%) | 444 (8.9%) | 380 (8.7%) | 652 (11.7%) |
| Repeat Callers That Queued | 264 | 132 | 62 | 56 | 53 | 45 | 48 | 40 | 83 |
| Average Queue Time Missed | 4m 42s | 3m 32s | 5m 59s | 6m 11s | 5m 37s | 8m 51s | 4m 9s | 3m 57s | 5m 44s |
| Callback Summary | January 26 | February 26 | March 26 | April 26 | May 26 | June 26 | July 26 | August 26 | September 26 |
| Callbacks Requested | 270 | 50 | 620 | 631 | 582 | 446 | 375 | 338 | 1,026 |
| Callbacks Successful | 252 | 50 | 588 | 608 | 558 | 418 | 367 | 333 | 983 |
| Callbacks Unsuccessful | 14 | 0 | 11 | 6 | 4 | 9 | 4 | 4 | 16 |
| Patient Cancelled Callbacks | 0 | 0 | 0 | 0 | 1 | 0 | 0 | 1 | 1 |