Appendix 2
 Helpdesk performance

Introduced the call centre for ESPF in November 2019
The main helpline for all six Pension Funds

Period

Offered (Calls received)

Handled
(Calls answered)

Abandoned
(Caller hung up)

Aband %

SLA % (75% of calls within 20 seconds)

Queue %

Abandoned Time

01/07/20 to 30/09/20

7,300

6,051

1,249

17.1%

Jul 22%
Aug n/a
Sep 24%

Jul 74%
Aug 81%
Sep 73%

Jul 6.42
Aug 7.57
Sep 6.19

01/10/20 to 31/12/20

6,881

5,975

906

13.2%

Oct 22%
Nov 32%
Dec 32%

Oct 75%
Nov 64%
Dec 63%

Oct 7.11
Nov 5.54
Dec 6.44

01/01/21 to 31/03/21

9,719

8,299

1,420

14.2%

Jan 12%
Feb 21%
Mar 48%

Jan 86%
Feb 76%
Mar 49%

Jan 6.35
Feb 6.51
Mar 4.19

Since lockdown the telephone service opening times has been restricted – phone line was open from 10am to 2pm and 2pm to 4pm.

From April 2021 the main helpline has been separated for ESPF 

Period

Offered (Calls received)

Handled
(Calls answered)

Abandoned
(Caller hung up)

Aband %

SLA % (75% of calls within 20 seconds)

Queue %

Abandoned Time

01/04/21 to 30/06/21

2,561

2,417

144

5.7%

Apr 53%
May 44%
Jun 56%

Apr 44%
May 52%
Jun 39%

Apr 4.33
May 3.16
Jun 4.10

01/07/21 to 30/09/21

2,601

2,380

221

8.5%

Jul 43%
Aug 31%
Sep 23%

Jul 50%
Aug 57%
Sep 49%

Jul 3.30
Aug 4.51
Sep 5.01

East Sussex PAT the telephone opening times are being reverted back to the pre-pandemic opening times of 9am to 4pm.

Helpdesk (website) performance
All six Pension Funds

Period

Calls received

Handled

Abandoned

Abandoned %

SLA %

Queue %

Abandoned Time

01/07/20 to 30/09/20

1,032

926

106

10.27%

Jul 1%
Aug n/a
Sep 39%

Jul 41%
Aug 46%
Sep 26%

Jul 4.45
Aug 3.28
Sep 1.37

01/10/20 to 31/12/20

451

362

89

19.73%

Oct 37%
Nov 32%
Dec 37%

Oct 35%
Nov 39%
Dec 32%

Oct 1.54
Nov 4.57
Dec 6.14

01/01/21 to 31/03/21

529

435

94

17.77%

Jan 17%
Feb 43%
Mar 53%

Jan 60%
Feb 24%
Mar 19%

Jan 3.29
Feb 2.19
Mar 2.36

01/04/21 to 30/06/21

796

505

81

14.00%

Apr 30%
May 31%
Jun 48%

Apr 38%
May 44%
Jun 20%

Apr 1.39
May 2.10
Jun 1.06

01/07/21 to 30/09/21

558

496

62

11.11%

Jul 39%
Aug 44%
Sep 49%

Jul 33%
Aug 33%
Sep 67%

Jul 2.28
Aug 3.50
Sep 2.48

 

A new dedicated ESPF website helpline was introduced 14 Aug 21, this will be presented separately from 1 October 21.

 

 

ES Helpdesk service levels for helpdesk services – new measurement approach post  April 21

 

 

·         Allow a three months’ shadow period to adjust to the required higher standards where we will not consider applying performance penalties

·         Thereafter quarterly performance assessed against the scoring mechanism with rectification plan for underperformance including penalty clauses for sustained underperformance.

 

Main Helpline for ESPF

 

Period

First time fix

Call answer time

Abandoned call rate

Email response time

GOLD TARGETS

85%

75%

5%

100%

April 21

96%

53%

5%

100%

May 21

95%

44%

7%

100%

June 21

95%

56%

5%

100%

July 21

91%

43%

9%

100%

August 21

88%

31%

9%

100%

September 21

86%

23%

6%

100%

Website Helpline (all six Pension Funds)

 

Period

First time fix

Call answer time

Abandoned call rate

Email response time

GOLD TARGETS

85%

75%

5%

100%

April 21

N/A

30%

18%

N/A

May 21

N/A

31%

15%

N/A

June 21

N/A

48%

10%

N/A

July 21

100%

39%

10%

100%

August 21

100%

49%

21%

100%

September 21

100%

67%

6%

100%

 

 

The Helpdesk suspect that there are some errors with the reporting which has caused the SLA% to be lower than expected in September for both helplines. It is currently under investigation with BT.  They have started to manually capture daily data for October so that they can check for accuracy.