Appendix 5
Helpdesk performance
Since 1st April 24 the Fund no longer have access to Achiever software so can no longer determine the Call Answer Time or the Abandoned Call Rate.  Although members can still dial both the Main Helpline and Website Helpline numbers, they both feed into one Hunt Group resulting in no differentiation between call types.

On 17 May 25 new ESCC telephony project goes live - the helpdesk will be treated as a Contact Centre.

Combined Main & Website Helpline for ESPF

Service level

% enquires dealt with at 1st point of contact

Email response time

GOLD TARGETS

85%

100% < 3 days

SILVER TARGETS

80%

75% < 3 days

BRONZE TARGETS

70%

75% < 10 days

BELOW BRONZE

<70%

<75% < 10 days

Period

% enquires dealt with at 1st point of contact

Email response time

Jan 25

80%

100% < 3 Days

Feb 25

78%

100% < 3 Days

Mar 25

77%

100% < 3 Days

 

Monthly transaction volumes

Month

Telephone Calls

Email’s Processed

Call Back’s

Tasks

Total

Jan 25

1,166

1,561

33

283

3,043

Feb 25

1,009

1,371

19

369

2,768

Mar 25

908

1,261

0

435

2,604

 

Top five reasons for calls

Month

Activation keys to self-serve

Receipt of claim form

Claim form guidance

TV in request

Document  / Form enquiry

Progress Update

Retirement projection

Leaver Forms

Jan 25

2nd

4th

3rd 

 

 

5th 

1st

 

Feb 25

 

3rd

4th

5th

1st

2nd

 

 

Mar 25

 

4th

5th

 

2nd

3rd 

 

1st

 

Telephone survey

Jan to Mar 2025

1 Star

2 Star

3 Star

4 Star

5 Star

1.     How easy was it for you to contact the Pensions Helpdesk today?

3

3

8

35

272

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

15

5

23

52

226

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

6

6

15

46

252

4.     How satisfied were you with your overall experience today?

8

8

15

41

251

5.     How many times have you called the helpdesk about the request / issue?

Once = 274

Twice = 24

Three = 15

Four+ = 15

 

Customer Thermometer (email feedback)

Month

Excellent

Good

OK

Poor

Jan 25

81%

13%

3%

3%

Feb 25

78%

6%

2%

14%

Mar 25

69%

27%

2%

2%