Examination of Witnesses (Questions 200-203)
Wednesday 18 June 2003
Sir Nicholas Montagu,
Mr Dave Hartnett, Mr Stephen Banyard, and Mr
Nick Lodge
Q200 Mr Beard: The standard of 90%
within—
Mr Banyard: Within 20 seconds,
yes.
Q201 Mr Beard: You say that your
contact centres provide access for customers at times when it
is convenient for them and, where possible, enquiries can be resolved
and subsequent changes made with a single call. You do not say
how often enquiries are satisfied with a single call.
Mr Banyard: Ninety-five per cent,
I think.
Sir Nicholas Montagu: We did a
customer satisfaction survey a few years ago which said that 95%
judged the service good or better and we are going to refresh
that survey over the next twelve months.
Mr Banyard: In addition, 95% of
the enquiries that contact centres receive are dealt with in the
contact centres in one go. Some calls cannot be dealt with in
the contact centres. They are designed for unsolicited telephone
calls from individuals and most of those can be dealt with there
and some of them involve executive action which you can take on
the telephone because they are recorded calls. If the call is
of a specialist nature, for example, if it is about foreign trusts,
or if it requires access to papers, for example, if it is an enquiry
about accounts or returns which have been sent in, then the call
is handed over to the specialist or to the back office which deals
with it, but 95% of the calls can be dealt with in the contact
centres.
Q202 Chairman: Sir Nicholas, thank
you very much. We will leave it there for today. You promised
us, I think, some additional very specific information on Tax
Credits.
Sir Nicholas Montagu: We did indeed.
Q203 Chairman: If we are to report
by the recess, it would be very helpful to have that within a
few days.
Sir Nicholas Montagu: We will
do what we can, Chairman.[4]
Chairman: Thank you very much.
4 See Ev 39
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