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

Oct 25

75%

100% < 3 days

Nov 25

72%

100% < 3 days

Dec 25

72%

100% < 3 days

 

Monthly transaction volumes

Month

Telephone Calls

Email’s Processed

MSS Queries

MSS Tasks

i-Connect

Post

TUO

Total

Oct 25

855

1,331

157

184

654

99

0

3,280

Nov 25

606

1,036

148

171

311

85

0

2,357

Dec 25

510

987

88

99

405

30

17

2,136

 

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

Doc’s for TV’s

Oct 25

1st

4th  

2nd

3rd

 

 

5th

 

Nov 25

5th  

4th

2nd

 

 

 

3rd

1st

Dec 25

2nd

 

4th

1st

 

5th

3rd

 

 

Telephone survey

Oct to Dec 2025

1 Star

2 Star

3 Star

4 Star

5 Star

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

0

 

1

 

7

 

16

 

234

 

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

5

6

7

30

210

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

5

 

2

 

7

 

20

 

224

 

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

5

 

3

 

6

 

16

 

228

 

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

Zero/Once = 199

Twice = 35

Three = 11

Four+ = 13

 

Customer Thermometer (email feedback)

Month

Excellent

Good

OK

Poor

Oct 25

34

9

4

5

Nov 25

31

9

4

3

Dec 25

9

5

1

4