Further to Question No: 2019/9223
‘Do you agree that it is important that Transport for London maintain a working telephone system for complaints, for those who do not have access to email, or would prefer to speak to someone? What then is the best customer contact number, and how do you rate performance for handling calls?’
Your answer being
‘Transport for London (TfL) provides customers with a variety of ways to get in contact. If a customer prefers to speak to an advisor, TfL has a telephone line available 24 hours a day, 7 days a week. The telephone number is 0343 222 1234 and all calls will be charged at a local rate – which is often free on many tariffs. Alternatively, TfL’s online tools allow customers to self-serve with minimal effort. These include the TfL website, TravelBot and Social Media.
The quality of TfL’s interactions with customers is assessed internally by line managers against a quality framework. The contact centre quality is also measured independently by a mystery shopping company who assess the interaction against the industry standards. This measure is included in the TfL performance scorecard.’
What is a) the average and b) longest wait for a call to be answered on TfL’s phone line over the last 6 months; and over the same period, c) how many calls were abandoned before being answered; and d) how many staff do TfL have on duty to answer this phone line?