Data

We wanted to use data to reveal what people are calling the NCC about. Currently, agents record details of each call on an Excel spreadsheet. Therefore, we were able to analyse the reason for the call from these spreadsheets and combine with telephony records from the Puzzel software.

The Team Leader aggregates the spreadsheets from all the agents to provide an accurate picture across a time period.

Telephony records can be used to count the frequency of calls to specific numbers that come through to the NCC. For example, there are specific numbers for rent, leasehold services, neighbourhood offices, anti-social behaviour, right to buy, etc. These records may be less accurate than the agents selecting the reason for the call manually as callers may ring on any number they happen to find. However, they can provide a stake in the ground.

The chart on the left shows the telephony records and the right the agent spreadsheet records.

From both of these, we can see that rent is a significant reason for a call. The agent spreadsheets are a more accurate picture (for the reasons outlined above) and these report a third of calls are rent. This is followed by general tenancy enquiries.