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26. the establishment of performance indicators and targets for contact centre operation based around the objective of at least 25 per cent reduction in costs by the end of the 2007 CSR, which could include:

  • 80 percent of contacts made by citizens or businesses to be resolved on first contact;
  • 50 per cent reduction in avoidable contact;
  • reducing the number of information requests handled by telephone by 50 per cent;
  • making the Web the primary access point for all simple information and advice requests;
  • converging all public sector telephony charges to a single tariff; and
  • requiring all sub-200 seat contact centres to share their service with others;

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