Europe Direct: Annual Report 2012 - page 11

Europe Direct Contact Centre (EDCC)
The Europe Direct Contact Centre (EDCC) in Brussels received a total of 97 440 enquiries from citizens and
businesses during 2012, representing a 22% increase from 2011 (80 000 enquiries). Most of these arrived
either by email (58.2%) or by phone (37.6%). Enquiries received via the chat channel and the SMS channel
represented 3.8% and 0.4% of the total volume respectively. The EDCC answered questions on a wide range
of issues, from passenger rights to pensions, residency to roaming, and higher education to health care.
The EDCC continued to respond in each and every one of the EU’s 23 official languages, with the largest number
of enquiries received in English (36.6%), followed by French and German (13.8% and 13.3% respectively).
Some 17.7% of questions received by the EDCC were general questions about the EU, the institutions and
the Member States, while 11% were questions about employment, social affairs and inclusion. The third most
popular area for queries concerned justice, fundamental rights and citizenship, at 9.4%.
12 000
16 000
20 000
Internal market and services
Home affairs
Customs and taxation
Energy and transport
External relations
and development
Enterprise and Industry
Justice, fundamental
rights and citizenship
Employment, social
affairs and inclusion
Air passengers' rights
EU general, EU Institutions
and Member States
Europe Direct Contact Centre: top 10 subjects of questions received in 2012
1...,2,3,4,5,6,7,8,9,10 12,13,14,15,16,17,18,19,20,21,...24
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