About 85 000 calls were received by the Independent Electoral Commission`s (IEC`s) call centre in the lead-up to and including the provincial-election day that was held last week Wednesday.
Of this number, the call centre received about 32 000 interactive voice response (IVR) calls of which about 16 000 calls could not be dealt with by the IVR system.
"The figure of 16 000 calls relates to the number of instances where the caller opted out of the automated process," says Jim Whelan, service manager of Grintek, which managed the call centre.
"Callers are greeted by the IVR and offered services according to menu options. If the caller is unable to obtain the information requested via the automated process, then they have the option to exit the IVR and be routed to a call centre agent, who will then process the call manually or escalate the request and come back to the caller with the information," he explains.
A total number of 136, less than 1%, were abandoned calls on the election day, he says.
The overall quality of service was estimated at 93.09%. "This measurement is determined by the call management system and is determined as a calculation based on the IEC stated requirement average talk time of one minute 36 seconds."
Since the preparation of the 2004 national elections, the call centre has received about 800 000 calls, excluding IVR calls, says the IEC.
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