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Contact centre performance - Tenancy Services

I J made this Official Information request to Ministry of Business, Innovation & Employment

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From: I J

Dear Ministry of Business, Innovation & Employment,

Please provide all call centre metrics for the tenancy services 0800 number by month for 2025 including total number of calls, average wait time, abandoned calls and average handle time.

Please also provide information on the number of instances when calls were not accepted due to not having enough capacity to handle the calls for 2025

Yours faithfully,

I J

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From: NoReplyMinisterialServices
Ministry of Business, Innovation & Employment


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Kia ora I J,
 
On behalf of the Ministry of Business, Innovation and Employment I
acknowledge your email of 26/06/2025 requesting, under the Official
Information Act 1982, the following:
Please provide all call centre metrics for the tenancy services 0800
number by month for 2025 including total number of calls, average wait
time, abandoned calls and average handle time.

Please also provide information on the number of instances when calls were
not accepted due to not having enough capacity to handle the calls for
2025
 
We will endeavour to respond to your request as soon as possible, and no
later than 24/07/2025, being 20 working days after the day your request
was received. If we are unable to respond to your request by then, we will
notify you of an extension of that timeframe. If you have any enquiries
regarding your request feel free to contact us via email to
[1][MBIE request email].
 
Nāku noa, nā
Ministerial Services
Strategy and Assurance
Ministry of Business, Innovation & Employment
15 Stout Street, Wellington 6011 |  P O Box 1473 Wellington 6140

References

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1. mailto:[MBIE request email]

Link to this

From: NoReplyMinisterialServices
Ministry of Business, Innovation & Employment


Attachment image.jpeg.jpg
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Attachment DOIA REQ 0016929 I J Response.pdf
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Attachment OIA Calls over Capacity data.csv.txt
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Attachment Tenancy Service 2025.xlsx
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Kia ora 
 
Please see attached our response to your request for information under the
Official Information Act 1982.

Ngā mihi nui,

Ministerial Services
Ministry of Business, Innovation and Employment

15 Stout Street, Wellington 6011 | PO Box 1473, Wellington 6140
 

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