1 Number of Calls Taken: - Customers who chose to be answered by automated message 11,880 - Customers unable to get through to call centre 4,363 - Calls Received in the call centre 26,128 - Calls answered by an agent 25,320 2 Average time for calls to be answered by an agent September 35 seconds NB: The estimated time for automation is 20 seconds to hear message and choose an option. Option 1 is to place an order with an agent or option 2 to hear a recorded message detailing the cost of a pre-payment certificate. 3 Target Answer Times The target for calls answered is 80% within 20 seconds. On 1 September 2005 the Prescription Pricing Authority took responsibility for processing and issuing the European Health Insurance Card (EHIC). The September results were affected by this as the actual call volumes for EHIC were 4 times the anticipated number. It took until mid-September to match demand with resources and recover previous performance levels. Year to Date: Month % answered in 20 seconds April 94.7% May 94.8% June 96.2% July 98.7% August 99.6% September 57.3% October 87.3% 4 Call abandoned rate expressed as % September: 2.96% The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988. You are free to use it for your own purposes, including any non-commercial research you are doing and for the purposes of news reporting. Any other re-use, for example commercial publication, would require the permission of the copyright holder. Most documents supplied by the Prescription Pricing Authority will have been produced by government officials and will be Crown Copyright. You can find details on the arrangements for re-using Crown Copyright on HMSOnline at: http://www.hmso.gov.uk/copyright/licences/click-use-home.htm Information you receive which is not subject to Crown Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. You must ensure that you gain their permission before reproducing any third party (non Crown Copyright) information. This information provided is based on our understanding of your request and is provided solely to meet your request. The information should therefore not be regarded as suitable to be used or relied upon by any person or organisation for any purpose or in any context. Any person or organisation who obtains access to the information and chooses to rely on the information will do so at their own risk. The PPA accepts no responsibility for subsequent use of the information provided.