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Department for International Trade: Telephone Services

Question for Department for International Trade

UIN 151019, tabled on 31 March 2022

To ask the Secretary of State for International Trade, what proportion of calls answered by the Export Support Services Contact Centre resulted in an agent (a) resolving the caller’s query using her Department’s scripts and knowledge bank or (b) raising a Complex Query form and referring the caller to her Department’s Digital Enquiry Team in each month from 1 October 2021 to 31 March 2022.

Answered on

25 April 2022

In October, 5% of customers were referred to the digital enquiry team, 24% in November, 39% in December, 32% in January, 51% in February and 61% in March. This increase reflects a change in the operating model and, for February and March, is because the majority of Russia and Ukraine enquiries were referred on.