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% |
|
|
April 22 |
84% |
28% |
2% |
100% |
|
May 22 |
84% |
21% |
4% |
100% |
|
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 |
|
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% |
|
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
|
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?
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.