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How the service is monitored

To ensure that we consistently provide an excellent service, the Customer Service Centre is monitored in a number of ways:

Recorded and monitored calls
Calls may be recorded or monitored for training and quality control purposes.

Customer survey
Postal surveys are conducted monthly to monitor customer perception of our service over the telephone.

Key Performance Indicators
The telephone system monitors our performance on how quickly we answer your calls.

Half-year ending October 31 2010 FHA 

Number of calls 8,672
Abandoned calls (when the caller hangs up) 6.68% (Target 5%)
Percentage of calls answered within 20 seconds 83.11% (Target 80%)
Average answer time 20 seconds (Target 23 seconds)

Foundation Housing Association
Registered Office:
Memorial House, Stenson Road, Whitwick Business Park, Coalville, Leicestershire, LE67 4JP

Tel: 0116 254 4230 Fax: 0116 258 7806

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