Flagship Response - 24 7

Flagship Telecare performance information

In this section of the website you will find information relating to key performance indicators for Flagship Telecare.

 

Call acceptance times

To ensure our customers receive a prompt service, and to comply with the Telecare Services Association (TSA) Code of Practice (PDF 82Kb), Flagship Telecare aims to answer all incoming alarm calls within the following times:

  • 98.5% of all calls within 60 seconds.

A 2% tolerance is applied to the measures below: 

Call acceptance times
Month % of calls answered within 60 seconds
Jun-10 98.42
May-10 98.07
Apr-10 97.48
Mar-10 99.33
Feb-10 98.57
Jan-10 98.20
Dec-09 97.69
Nov-09 97.83
Oct-09 98.41
Sep-09 97.81
Aug-09 98.30
Jul-09 97.82
Jun-09 97.09
May-09 97.23
Apr-09 96.65
Mar-09 96.63
Feb-09 97.32
Jan-09 96.55
Dec-08 94.89
Nov-08 96.63
Oct-08 96.43
Sep-08 95.81
Aug-08 97.08
Jul-08 97.20
Jun-08 96.77

 

 
Total calls received and made

The table below shows the total inbound and outbound calls for Flagship Telecare and is updated monthly.

The total calls include all emergency and non-emergency alarm calls received, as well as voice calls received for general enquiries, updating of customer details and lone worker monitoring.

Total calls made and received
Month Total inbound calls Total outbound calls
Jun-10 18,385 4,338
May-10 16,773 3,821
Apr-10 14,960 3,019
Mar-10 18,546 1,974
Feb-10 16,340 2,070
Jan-10 15,730 2,289
Dec-09 15,810 5,519
Nov-09 14,080 5,093
Oct-09 15,052 5,219
Sep-09 14,632 2,258
Aug-09 14,025 4,899
Jul-09 15,201 5,267
Jun-09 13,810 2,265
May-09 13,741 2,121
Apr-09 13,979 1,926
Mar-09 14,890 2,134
Feb-09 13,907 2,033
Jan-09 15,157 2,395
Dec-08 16,214 2,479
Nov-08 14,105 2,434
Oct-08 14,400 2,047
Sep-08 14,345 2,110

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Last updated: 12 August 2010