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 ESCC telephony went live - the helpdesk was NOT treated as a Contact Centre (and still awaiting to be set up – project with IT).

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

Apr 25

81%

100% < 3 Days

May 25

83%

75%+ < 10 days

Jun 25

80%

75%+ < 3 days

 

Monthly transaction volumes

Month

Telephone Calls

Email’s Processed

Call Back’s

Tasks

Total

Apr 25

1,081

1,097

46

399

2,623

May 25

983

1,030

36

203

2,252

Jun 25

805

1,316

24

220

2,365

 

Top five reasons for calls

Month

MSS login / issues

Receipt of Claim form

Claim form guidance

Tax, Payslip P60

Document  / Form enquiry

Progress Update

Update address

Leaver Forms

Apr 25

 

3rd 

1st

 

5th

2nd  

4th 

 

May 25

1st

 

3rd 

2nd

 

5th  

 

4th

Jun 25

1st

4th

2nd 

 

3rd 

 

5th

 

 

Telephone survey

Apr to Jun 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

 

2

8

39

292

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

11

11

12

45

256

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

6

 

8

 

13

 

30

 

277

 

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

 

9

 

6

 

15

 

 

33

 

271

 

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

Zero/Once = 264

Twice = 51

Three = 15

Four+ = 11

 

Customer Thermometer (email feedback)

Month

Excellent

Good

OK

Poor

Jan 25

56

14

11

8

Feb 25

46

6

0

11

Mar 25

47

11

5

9