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Department for International Trade: Telephone Services

Question for Department for International Trade

UIN 74929, tabled on 15 November 2021

To ask the Secretary of State for International Trade, with reference to the contract agreed by her Department for provision of an Export Support Services Contact Centre, what proportion of calls answered between 1 October and 12 November 2021 resulted in an agent (a) resolving the caller’s query using her Department’s scripts and knowledge bank, (b) transferring the caller to another government helpline or website or (c) raising a Complex Query form and referring the caller to her Department’s Digital Enquiry Team.

Answered on

23 November 2021

92% of enquiries have been resolved using the Knowledge Bank or by referring to another government department helpline between 1st October and 12 November 2021. The helpline has referred 8% of total enquiries to the Department for International Trade’s Digital Enquiry Service during the same period. This data comes from management information supplied by the helpline and has had basic quality assurance checks.