Communication and response management reporting dashboard August 2009.

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Presentation transcript:

Communication and response management reporting dashboard August 2009

switched-on reporting 0 This MonthCumulative% Website 100% This Month 100% Cumulative Website availability % 9,321457,129 Number of visits 82%77% Split Residential % Top 20 Countries this month (visits to website) Exchanges switched-on United Kingdom - 4,852 United States - 3,710 China France - 45 N/A - 40 Germany - 36 Australia - 35 India - 31 Russia - 26 Japan %14% SME % 6% 9% Corporate % 00:03:29 00:06:50 Average dwell time 610 Average number of pages visited 3 57,521 Residential 2 7,259 Business 564,780 Total Total number of online searches Singapore - 21 The Netherlands - 16 Italy - 16 Europe - 14 Czech Republic - 14 Canada - 10 Malaysia - 10 Finland - 9 Ireland - 9 Sweden - 8 REPORT 34 August ,012 Welsh 130

switched-on Website Traffic REPORT 34 August 09

switched-on reporting Call Centre 00:00:09 This Month 00:00:16 Cumulative Average time call waiting 50 3,280 Total number of calls (Operator & IVR) 94% 78% Split Residential % 6% 11% SME % 0% 3% Corporate % 35 2,037 IVR only 15 1,243 No. of live operator calls only 100% % of calls resolved on first contact 22 Calls forwarded from CP’s 00:03:2000:01:47 Average call duration Top reasons to call Migration date General info REPORT 34 August 09 0 This Month 0 Cumulative Total no. of searches (Operator & IVR) s recorded & white mail received No. of s/ white mail/info despatched 00 Welsh speaker requests This MonthCumulative 0% 9% CP’s % 0 This MonthCumulative% Exchanges switched-on Volume 2, Volume

switched-on Call Centre Traffic REPORT 34 August 09

switched-on reporting REPORT 34 August 09 Communication Methods 0 This MonthCumulative Residential Customers reached via door drop (DM used to date) - Awareness % 0 Reach % of total Households SME Customers reached via DM Awareness % Reach (% of Total SME’s) Where did you hear about switched-on? 0 This MonthCumulative - 0 Leaflet Poster Direct Mail - This MonthCumulative - - Information Pack Word of Mouth Other k ,000 23% 0 0 This MonthCumulative% Exchanges switched-on 130

Executive Summary During periods of non-migration call volumes and web visits continue to be low –Key reason for calls are enquiries into migration dates and general information Google Analytics now set up, referral information can be provided in October report.