Department for International Trade: Telephone Services

Department for International Trade written question – answered on 25th April 2022.

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Photo of Emily Thornberry Emily Thornberry Shadow Attorney General

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.

Photo of Mike Freer Mike Freer Assistant Whip, Parliamentary Under-Secretary (Department for International Trade), Parliamentary Under Secretary of State (Foreign, Commonwealth and Development Office) (Minister for Equalities)

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.

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