Call Statistics
E-Comm maintains statistics about the number of calls that are made to the company within a given year, and the percentage of calls that were answered within 5 seconds ("service level"). The target service level is 95%, meaning that E-Comm aims to answer 95% of calls within 5 seconds (one ring). The reduction in number of calls over the years has been attributed to a series of public outreach campaigns teaching citizens to educate their children on the proper use of 9-1-1, and reminding citizens to lock or turn off their cell phones to prevent accidental "pocket dial" calls to 9-1-1.
| Year | Number of Calls | Service Level |
|---|---|---|
| 2011 | 923,743 | 97% |
| 2010 | 1,031,326 | 96% |
| 2009 | 1,024,137 | 96% |
| 2008 | 1,013,887 | 98% |
| 2007 | 1,037,852 | 96% |
| 2006 | 1,089,771 | 96% |
| 2005 | 1,248,521 | 97% |
| 2004 | 1,258,824 | 95% |
| 2003 | 1,252,903 | 95% |
| 2002 | 1,200,930 | 96% |
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