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Committee agreed to:-
 

1.  Provide the following comments:-

 

a)  % of Webchats statistics are very
impressive.

b)  22% is too high a target for the
level of calls abandoned.  This should
be set much lower even if it is not met.

c)  Welcome the use of modern
apprenticeships.

 

2.  request that confirmation be
provided whether the figures cover money committed that will be
released after the year end. (Committed discretionary housing
payments (Page 39))

 

3.  request that consideration be given
as to whether the actions that are for information only can be
measured. (Ref 3.4)

 

4.  request that information be provided
about the total full time equivalent for Contact Centre
staffing.