The delays in answering calls is blamed on staff shortages with some people waiting over two hours.
More than 40% of callers hang up before their calls are answered, the council report said
The council report says a number of experienced staff had left and several posts remained unfilled despite a rolling recruitment campaign., customer centre staff have reported a rise in abusive and difficult customers who are becoming frustrated at waiting for so long, which in turn makes more staff want to leave.
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