(a)(i) The number of calls to the Home Affairs Contact Centre toll-free number: 0800601190 received during 2022 are as follows:
aa) Daily average calls for the period under question is 2647 calls
bb) Weekly average calls answered for the period is 12828
cc) Monthly calls answered, cases created and resolved are as below
Month |
Calls Answered |
Cases Created |
Cases Resolved |
Percentage Resolved |
Jan-22 |
41474 |
17850 |
16065 |
90% |
Feb-22 |
41953 |
16151 |
14374 |
89% |
Mar-22 |
76536 |
19889 |
18098 |
91% |
Apr-22 |
58116 |
13247 |
11922 |
90% |
May-22 |
65736 |
19827 |
17844 |
90% |
Jun-22 |
57940 |
12267 |
11040 |
90% |
Jul-22 |
58796 |
17034 |
15160 |
89% |
Aug-22 |
65180 |
18406 |
16197 |
88% |
Sep-22 |
61436 |
13389 |
11648 |
87% |
Oct-22 |
50871 |
12935 |
10994 |
85% |
Nov-22 |
52417 |
13523 |
10953 |
81% |
Dec-22 |
36649 |
6488 |
5190 |
80% |
Total calls |
667104 |
181006 |
159953 |
88% |
(a)(ii) Total calls answered by the Contact Centre through the 0800601190 number for 2022 calendar year is 667104
(a)(iii) Calls answered by the Contact Centre through the 0800601190 number from 01 January to 31 March 2023 is 120721 is tabulated below:
Month |
Calls Answered |
Cases created |
Cases resolved |
Percentage resolved |
Jan-23 |
41994 |
18437 |
16040 |
87% |
Feb-23 |
45300 |
19012 |
16920 |
89% |
Mar-23 |
33427 |
4609 |
3779 |
82% |
Total calls |
120721 |
42058 |
36739 |
86% |
b) Total number of Contact Centre Agents is 88 and the number of Contact Centre Agents handling calls from the toll-free line is 68
END.