Table 3 Results of Access and Quality indicator data for from call and clinic records for MSI Mexico call centre, April-March 2010–11 and 2011-12
Indicator | 2010-11 | 2011-12 | % change | |
|---|---|---|---|---|
N Calls answered | A1 | 59505 | 76522 | +22 % |
N (%) Calls converted into bookings | A2 | 17050 (29 %) | 21064 (28 %) | −1 % |
N Total appointments booked | 17389 | 21233 | ||
N (%) Appointments made by clinic directly | 339 (2 %) | 169 (1 %) | ||
N (%) Of total appointments made by call centre | A4 | 17050 (98 %) | 21064 (99 %) | +1 % |
N (%) appointments attended | A3 | 12392 (71 %) | 15728 (74 %) | +3 % |
% of call answered within 15 seconds | Q5 | 94 % | 92 % | |
% Abandoned calls | Q6 | 5.7 % | 5.0 % |