Appendix
2
Helpdesk performance
Introduced the
call centre for ESPF in November 2019
ES Helpdesk service levels for helpdesk services – new measurement approach post April 21
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% |
|
|
80% |
37% |
2% |
100% |
|
|
November 21 |
87% |
36% |
1% |
100% |
|
December 21 |
81% |
36% |
0% |
100% |
|
January 22 |
83% |
39% |
0% |
100% |
|
February 22 |
80% |
39% |
0% |
100% |
|
86% |
37% |
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 |
|
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% |
|
100% |
67% |
6% |
100% |
|
|
October 21 |
91% |
64% |
9% |
100% |
|
November 21 |
100% |
63% |
6% |
100% |
|
100% |
76% |
2% |
100% |
|
|
January 22 |
100% |
84% |
2% |
100% |
|
February 22 |
100% |
78% |
1% |
100% |
|
March 22 |
100% |
76% |
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 |
|
December 21 |
513 |
968 |
4 |
1,485 |
|
January 22 |
777 |
1,175 |
19 |
1,971 |
|
February 22 |
797 |
1,377 |
17 |
2,191 |
|
March 22 |
819 |
1,293 |
17 |
2,129 |
|
Totals |
9,953 |
13,560 |
138 |
23,651 |
* Includes any call fielded on the old SCC line.
Top five reasons for calls
|
Reason |
7/21 |
8/21 |
9/21 |
10/21 |
11/21 |
12/21 |
1/22 |
2/22 |
3/22 |
|
Self Service Activation |
1st |
1st |
1st |
3rd |
|
|
3rd |
|
4th |
|
Login issues |
2nd |
2nd |
2nd |
|
1st |
4th |
4th |
2nd |
2nd |
|
Claim form guidance |
3rd |
4th |
5th |
2nd |
4th |
2nd |
1st |
3rd |
1st |
|
Option guidance – member |
4th |
5th |
|
|
|
|
|
5th |
|
|
Update Address |
5th |
|
4th |
4th |
3rd |
3rd |
|
4th |
|
|
Leaver form received |
|
3rd |
3rd |
1st |
2nd |
1st |
2nd |
1st |
|
|
Progress check - Actual |
|
|
|
5th |
5th |
5th |
|
|
|
|
Progress check - Quote |
|
|
|
|
|
|
5th |
|
5th |
|
Document / Form enquiry |
|
|
|
|
|
|
|
|
3rd |
We are initiating a possibility of using a Chatbot (robot) as an online support tool to help with FAQ type enquiries.
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?
4. How satisfied were you with your overall experience today?
|
Question No. |
1 |
2 |
3 |
4 |
|
Star Rating |
1 2 3 4 5 |
1 2 3 4 5 |
1 2 3 4 5 |
1 2 3 4 5 |
|
December 21 |
0 0 0 4 23 |
1 1 0 5 20 |
1 0 1 4 21 |
0 2 1 2 21 |
|
January 22 |
1 |
0 |
1 |
4 |
|
February 22 |
1 |
1 |
0 |
5 |
|
March 22 |
0 |
2 |
1 |
2 |
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?
|
Month |
First Call |
Second Call |
Third Call |
Fourth or more |
|
December 21 |
17 |
4 |
2 |
4 |
|
January 22 |
44 |
9 |
3 |
3 |
|
February 22 |
21 |
4 |
2 |
0 |
|
March 22 |
25 |
12 |
0 |
2 |
An example of some recent positive feedback the helpdesk received earlier this month:
“I would like to thank the helpdesk for the assistance given to me over the last year while I made my decision to retire and take my pension early. From yourself in initially helping me set up my portal login, and to all the other phone operators I have spoken to. It was so useful to be able to speak directly on the phone to such knowledgeable, helpful and patient operators. Also not to be fobbed off by recorded messages to go to a website for information, which is often the case these days and can be very stressful when dealing with such important, life changing matters as your pension.
Today I had excellent customer service from Virginie who explained how I complete the claim form. She was pleasant, patient, clear and went through the form with me.
I value this enormously.”