Appendix
2
Helpdesk performance for last 12 months
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% |
|
87% |
86% |
1% |
97% |
|
|
February 23 |
84% |
88% |
1% |
96% |
|
March 23 |
86% |
86% |
1% |
100% |
|
April 23 |
87% |
82% |
1% |
100% |
|
May 23 |
87% |
88% |
1% |
100% |
|
June 23 |
85% |
92% |
0% |
100% |
|
July 23 |
87% |
93% |
0% |
100% |
|
August 23 |
89% |
92% |
0% |
100% |
|
September 23 |
85% |
93% |
1% |
100% |
|
October 23 |
85% |
91% |
1% |
100% |
|
November 23 |
92% |
76% |
1% |
80% |
|
December 23 |
89% |
85% |
1% |
0% |
Note: In Nov 23 the pensioner mailing about online comms becoming a default creating a significant spike in both calls and written communications. In Dec 23 one team member retired and one team member moved to bank support. The email’s in December were all processed within seven days.
Website Helpline
|
Period |
First time fix |
Call answer time |
Abandoned call rate |
Email response time |
|
85% |
75% |
5% |
100% |
|
|
October 22 |
100% |
51% |
15% |
70% |
|
November 22 |
95% |
51% |
5% |
100% |
|
December 22 |
100% |
69% |
0% |
100% |
|
January 23 |
100% |
80% |
2% |
100% |
|
February 23 |
100% |
77% |
2% |
100% |
|
March 23 |
100% |
76% |
1% |
100% |
|
April 23 |
100% |
66% |
2% |
100% |
|
May 23 |
100% |
60% |
3% |
100% |
|
June 23 |
100% |
82% |
2% |
100% |
|
July 23 |
100% |
72% |
2% |
100% |
|
August 23 |
100% |
79% |
3% |
100% |
|
September 23 |
100% |
78% |
2% |
100% |
|
October 23 |
85% |
70% |
2% |
100% |
|
November 23 |
92% |
49% |
10% |
80% |
|
December 23 |
89% |
60% |
4% |
0% |
|
Month |
Telephone Calls |
Email’s Processed |
Call Back’s |
Total |
|
October 22 |
736 |
1,050 |
17 |
1,803 |
|
November 22 |
513 |
1,660 |
25 |
2,148 |
|
December 22 |
518 |
875 |
6 |
1,399 |
|
January 23 |
1,064 |
1,302 |
15 |
2,381 |
|
February 23 |
923 |
1,308 |
10 |
2,241 |
|
March 23 |
1,077 |
1,439 |
13 |
2,529 |
|
April 23 |
1,024 |
1,114 |
6 |
2,114 |
|
May 23 |
1,157 |
1,561 |
10 |
2,728 |
|
June 23 |
934 |
1,441 |
15 |
2,390 |
|
July 23 |
969 |
1,352 |
9 |
2,330 |
|
August 23 |
1,027 |
2,005 |
15 |
3,047 |
|
September 23 |
819 |
1,486 |
17 |
2,322 |
|
October 23 |
915 |
1,470 |
12 |
2,397 |
|
November 23 |
1,882 |
1,827 |
10 |
3,719 |
|
December 23 |
875 |
1,165 |
2 |
2,042 |
Top five reasons for calls
|
Self Service Activation |
Login issues |
Claim form guidance |
Leaver form received |
Document or Form enquiry |
Other |
|
|
Jul 23 |
|
3rd |
1st |
2nd |
4th |
5th |
|
Aug 23 |
1st |
2nd |
4th |
|
5th |
3rd |
|
Sep 23 |
2nd |
1st |
4th |
|
3rd |
5th |
|
Oct 23 |
5th |
1st |
4th |
|
2nd |
3rd |
|
Nov 23 |
2nd |
3rd |
5th |
|
4th |
1st |
|
Dec 23 |
2nd |
3rd |
5th |
|
4th |
1st |
Telephone survey
|
Quarter 4 2023 |
1 Star |
2 Star |
3 Star |
4 Star |
5 Star |
|
1. How easy was it for you to contact the Pensions Helpdesk today? |
7 |
7 |
13 |
61 |
517 |
|
2. How confident are you that your question was resolved or will be resolved in the relevant timelines? |
19 |
7 |
27 |
79 |
470 |
|
3. Based on your recent experience how strongly would you recommend using the Helpdesk to a colleague? |
15 |
3 |
14 |
69 |
496 |
|
4. How satisfied were you with your overall experience today? |
14 |
9 |
25 |
64 |
477 |
The graph below represents the number of times the member called in connection with the same enquiry.
