Measure
First Call Resolution Using 861-5000 – the Sarasota County Contact Center
Measure Charts
% Calls Transferred by Contact Center –Â Month by Month Comparison
Total Calls to the Contact Center Month by Month Comparison
Average Percent of Calls Transferred – Fiscal Year to Date Comparison
Total Calls to the Contact Center Fiscal Year to Date Comparison
Description: This measure is a count of all of the calls taken by the County’s Contact Center which is reached by dialing 861-5000.
Analysis:
There has been a 5% increase in the number of calls to the Contact Center for FY18.
Average Speed of Answer: 79 seconds
Emails: 134
Online Service Requests: 118
Top 5 Call Types:
- Building Permitting
- SCAT Fixed Route
- Inspections
- Solid Waste
- Parks, Recreation and Natural Resources
Topical Highlights:
- Say I Do Again event
- Code Red calls from 911 outage
- Hacked emails
Top Email Inquiries:
- Right of Way signs
| PYTD % Transferred AVG | 39.50% |
| FYTD % Transferred AVG | 42.16% |
| PYTD Actual | 55,239 |
| FYTD Actual | 58,089 |
| YTD Target | 60,000 |