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.

 

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%

October 21

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%

March 22

86%

37%

1%

100%

April 22

84%

28%

2%

100%

May 22

84%

21%

4%

100%

June 22

86%

19%

2%

100%

July 22

87%

74%

3%

100%

August 22

91%

61%

4%

100%

The “call answer time" SLA on the mainline is under investigation with BT since early June 22 and it is believed this has not been reporting correctly since September 2021.  The SLA% has now been resolved, but the helpdesk is unable to go back and correct the SLA% from previous months but it was corrected mid-June, so the July report will show a true picture. Amanda Cutter looks at the report from Cisco daily now to ensure a problem like this does not reoccur/ unnoticed.  




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%

December 21

100%

76%

2%

100%

January 22

100%

84%

2%

100%

February 22

100%

78%

1%

100%

March 22

100%

76%

6%

100%

April 22

100%

74%

2%

100%

May 22

100%

68%

2%

100%

June 22

100%

47%

10%

100%

July 22

100%

76%

3%

100%

August 22

100%

61%

10%

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

April 22

898

1,114

24

2,036

May 22

911

1,335

25

2,271

June 22

801

1,017

21

1,839

July 22

722

988

16

1,726

August 22

1,154

1,813

28

2,995

* Includes any ESPF calls 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

4/22

5/22

6/22

7/22

8/22

Self Service Activation

1st

1st

1st

3rd

 

 

3rd

 

4th

 

 

1st

 

 

Login issues

2nd

2nd

2nd

 

1st

4th

4th

2nd

2nd

1st

3rd

3rd

3rd

 

Claim form guidance

3rd

4th

5th

2nd

4th

2nd

1st

3rd

1st

2nd

1st

4th

1st

 

Option guidance – member

4th

5th

 

 

 

 

 

5th

 

3rd

 

5th

 

 

Update Address

5th

 

4th

4th

3rd

3rd

 

4th

 

4th

2nd

2nd

5th

 

Leaver form received

 

3rd

3rd

1st

2nd

1st

2nd

1st

 

5th

4th

 

2nd

 

Progress check - Actual

 

 

 

5th

5th

5th

 

 

 

 

 

 

 

 

Progress check - Quote

 

 

 

 

 

 

5th

 

5th

 

 

 

 

 

Document / Form enquiry

 

 

 

 

 

 

 

 

3rd

 

 

 

4th

 

How can I opt-out

 

 

 

 

 

 

 

 

 

 

5th

 

 

 

We are initiating a possibility of using a Chatbot (robot) as an online support tool to help with FAQs.

 

 

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.    How confident are you that your question was resolved or will be resolved in the relevant timelines?

3.    Based on your recent experience how strongly would you recommend using the Helpdesk to a colleague?

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

0  0  0 10 49

4  0  0  7  48

0  1  2  5  51

2  1  1  4  51

February 22

0  0  1  1  25

0  0  0  2  25

0  0  0  2  25

0  0  0  2  25

March 22

0  0  2  8  29

1  1  3  8  26

0  2  1  3  33

1  1  1  6  30

April 22

0  0  0  6  39

0  0  1  6  38

0  0  2  6  37

0  0  0  6  39

May 22

0  0  0  7  44

0  1  1  5  44

0  0  1  6  44

0  1  2  2  46

June 22

1  1  5  8  39

0  2  6  11  35

0  2  5  5  42

0  2  5  7  40

July 22

0  0  1  3  16

0  0  1  4  15

0  0  1  2  17

?

August 22

0  1  1  5  20

0  1  0  6  20

0  1  0  4  22

0  1  0  5  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?

 

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

April 22

35

8

0

2

May 22

37

9

3

2

June 22

42

7

3

2

July 22

13

6

1

0

August 22

21

2

3

1

 

The Surrey Pensions Helpdesk is being taken in-house from 25 November 2022.