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

Jul 25

77%

75%+ < 3 days

Aug 25

80%

100% < 3 days

Sep 25

82%

75%+ < 3 days

 

Monthly transaction volumes

Month

Telephone Calls

Email’s Processed

Call Back’s

MSS Tasks

i-Connect

Post

Total

Jul 25

861

1,319

13

234

76

0

2,503

Aug 25

727

935

0

246

151

0

2,059

Sep 25

922

1,432

12

392

25

67

2,850

 

Top five reasons for calls

Month

MSS login / issues

Receipt of Claim form

Claim form guidance

Document  / Form enquiry

Progress Update

Update address

Leaver Forms

Jul 25

 

3rd 

 

4th

2nd  

5th 

1st

Aug 25

5th  

 

1st

2nd

 

4th

3rd

Sep 25

1st

 

4th

3rd 

  5th

2nd

 

 

Telephone survey

Jul to Sep 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

 

1

 

10

 

23

 

307

 

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

7

3

21

49

264

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

3

 

3

 

9

 

33

 

293

 

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

7

 

4

 

7

 

37

 

291

 

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

Zero/Once = 276

Twice = 40

Three = 18

Four+ = 10

 

Customer Thermometer (email feedback)

Month

Excellent

Good

OK

Poor

Jul 25

47

3

2

3

Aug 25

36

9

3

2

Sep 25

53

7

2

1