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Performance management statistics for Customer Service Centre

FOI reference - FOI-5301
Date - 9 November 2020

Request

Firstly, could you please provide me with the last six months of performance management statistics relating to the above suppliers' contact centre performance? By performance management statistics I mean performance against the contracted SLAs and KPIs (essentially anything that would have been in the originally tender).

Secondly, are you able to provide me with URL links to the original advertised tender for this contract and the corresponding award? I'm unable to find any record of these in CF/TED.

Response

I can confirm that we hold information falling within scope of your request.

Information we are able to supply

The contact centre performance statistics for April 2020 to September 2020 are provided in the table below.

OSL (Performance) and KPI (Achievement)  April 2020 May 2020 June 2020 July 2020 August 2020 September 2020
OSL 5 Customer Service Centre availability 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
OSL 6 Speed of call answer (within 20 seconds) 95.8% 97.6% 92.2% 92.7% 93.4% 92.4%
OSL 7 Inbound phone calls resolved first time - quality 88.9% 91.0% 90.0% 91.4% 87.5% 90.0%
OSL 8 Sample of enquiries correctly categorised within one working day 99.9% 99.6% 99.8% 100.0% 100,0% 99.8%
OSL 11 Calls abandoned 0.5% 0.1% 0.5% 0.3% 0.5% 0.4%
OSL 12 Completeness and accuracy of reports 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
OSL 13 Timeliness of reports 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
KPI 3 Customer satisfaction with Customer Service Centre (from TPR Survey) NR NR NR NR NR NR
KPI 5 Calls answered that are resolved without being handed off (against defined query types) 98.4% 98.7% 99.5% 99.1% 97.8% 98.3%
KPI 6 Inbound calls no requiring multiple ‘hand offs’ 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
KPI 9 All inbound resolved enquiries received and resolved in 10 working days from received date 84.2% 100.0% 100.0% 100.0% 100.0% 100.0%
KPI 24 Inbound call quality assurance 90.4% 90.6% 90.8% 90.1% 91.8% 90.8%
KPI 25 Inbound email quality assurance 93.3% 93.5% 91.2% 94.2% 93.2% 93.4%

The documents relating to the original contract can be accessed and downloaded by using the link below.

https://data.gov.uk/data/contracts-finder-archive/contract/336407/