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Call Centre Information

You can contact us by phone on 01822 813600.


Our contact centre team handle calls, emails and webchats for a wide range of Council services.

Call waits can vary from service to service.

Our aim is to answer 80% of calls within five minutes, and we are working hard to achieve this. However, for some services, calls often wait longer than we would like.

The busiest times in our call centre are between 9 a.m. and 10 a.m., and over lunchtime. The busiest days are Monday and Tuesday, and it is usually the quietest on a Friday.

If you can call outside these times, you may have a shorter wait. Although the team answer queries about services across the Council, it is not a large team, so only a few additional calls can increase wait times.

You can find information about current wait times and call lengths for each service area below.


Council Tax, Business Rates and Benefits

  • 75% of calls to this team are answered within 36 minutes. 
  • The average call wait time is 24 minutes.
  • The average time to complete a call is between 15 and 18 minutes.

Why do these calls have such a long wait time?

Council Tax, Business Rates and Housing Benefit calls are probably the most complex queries that we deal with. Information from customers often has to be updated and then cross-referenced with other service areas. Other departments and agencies often have to be notified.

Because the calls themselves take longer, it only takes a few people ringing in at the same time to increase the call wait time across the board.

We are tackling this issue in several ways and hope that we will soon see significant reductions in wait times:

  • We are working to train more of our contact centre staff to be able to handle these calls.
  • We are making other channels available for customers to contact us quickly and easily, including our webchat feature, Self-Service portal and our online enquiry service.
  • We are working to make the processes for updating other agencies and departments run more smoothly and efficiently.

Waste and Recycling

  • 75% of calls to the Waste and Recycling team are answered within 4 minutes.
  • The average wait time is 1 minute and 30 seconds.
  • The average length of a call is 8 minutes.

Planning

  • 75% of calls to the Planning Team are answered within 4 minutes and 30 seconds
  • The average call wait time is 6 minutes
  • The average length of a call is 5 minutes

Parking

  • 75% of calls to the Parking Team are answered within 4 minutes and 30 seconds
  • The average call wait time is 2 minutes
  • The average length of a call is 5 minutes

Environmental Health

  • 75% of calls to the Environmental Health Team are answered within 4 minutes and 30 seconds
  • The average call wait time is 2 minutes
  • The average length of a call is 4 minutes

Housing and Devon Home Choice

  • 75% of calls to the Devon Home Choice and Housing Team are answered within 26 minutes
  • The average call wait time is 18 minutes
  • The average length of a call is 9 minutes

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