Helpdesk statistics

Friday, 11 February 2011 11:15

As part of our customer service promise and aims we promised to set clear standards and performance levels and ensure you are able to communicate with us easily and through various channels.

In keeping with this promise we aim to answer all calls within five rings (20 seconds) and to answer 90% of calls offered to us. The graphs below show how we have performed against those agreed standards in the last month. The statistics also provide information on the number of enquiries the helpdesk has handled and how those enquiries were received.

Our customer service promise and aims can also be compared to the Department for Education's own customer service standards which state that they aim to answer 80% of calls within 30 seconds and to respond to all enquiries within 15 working days.

We keep a record of our all the enquiries we recieve. The following graphs give general overviews of the number of enquiries we deal with, along with the various enquiry routes we manage.

Our customer service promise and aims has further information on our approach to customer service and how we respond to differing enquiry routes.

 

We keep a record of our all the enquiries we recieve. The following graphs give general overviews of the number of enquiries we deal with, along with the various enquiry routes we manage.

Last Updated on Monday, 12 March 2012 17:06 Tags: Ofqual, education, examination regulation, qualifications, assessments