Appendix
2
Helpdesk performance
Introduced the
call centre for East Sussex Pension Fund (ESPF) in November
2019
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.
|
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% |
|
95% |
56% |
5% |
100% |
|
|
July 21 |
91% |
43% |
9% |
100% |
|
88% |
31% |
9% |
100% |
|
|
86% |
23% |
6% |
100% |
|
|
October 21 |
80% |
37% |
2% |
100% |
|
November 21 |
87% |
36% |
1% |
100% |
Website Helpline (all six Pension Funds until October 21 the ESPF only)
|
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% |
|
October 21 |
91% |
64% |
9% |
100% |
|
November 21 |
100% |
63% |
6% |
100% |
Monthly transaction volumes
|
Month |
Telephone Calls |
Email’s Processed |
Call Back’s |
Total |
|
April 21 |
1,080 |
287 |
13 |
1,380 |
|
May 21 |
855 |
475 |
11 |
1,341 |
|
June 21 |
807 |
944 |
15 |
1,766 |
|
July 21 |
929 |
1,795 |
13 |
2,737 |
|
August 21 |
936 |
1,329 |
5 |
2,270 |
|
September 21 |
858 |
1,470 |
8 |
2,336 |
|
October 21 |
767 |
1,241 |
16 |
2,024 |
|
November 21 |
815 |
1,206 |
0 |
2,021 |
|
Totals |
7,047 |
8,747 |
81 |
15,875 |
Telephone survey
This is a new service starting in December 21.
Questions raised by email within 24hrs of call where a caller says they are willing to complete a short survey:
1. How easy was it for you to contact the Pensions Helpdesk today?
2. Based on your recent experience how strongly would you recommend using the Helpdesk to a colleague?
3. How confident are you that your question was resolved or will be resolved in the relevant timelines?
4. How satisfied were you with your overall experience today?
|
Question No. |
1 Star |
2 Star |
3 Star |
4 Star |
5 Star |
|
1 |
0 |
0 |
0 |
4 |
23 |
|
2 |
1 |
0 |
1 |
4 |
21 |
|
3 |
1 |
1 |
0 |
5 |
20 |
|
4 |
0 |
2 |
1 |
2 |
21 |
Note: 5 Star is the highest and therefore best rating
An additional question was asked about how many times have your called in connection with your enquiry?
|
No. of calls |
No. of members |
|
First call |
17 |
|
Second call |
4 |
|
Third call |
2 |
|
Fourth or more |
4 |