FOI release

Contact centre benchmarking data: freedom of Information release

Data collected as part of an ongoing program of work aimed at improving performance and reducing costs for telephone contact centres.

From:
Cabinet Office
Published
17 November 2010

Documents

Consumer_Direct_Telephone Network_Data-April09-June10.xls

MS Excel Spreadsheet, 80 KB

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DVLA_Telephone Network_Data-April2009-June10 V0-0.xls

MS Excel Spreadsheet, 50.5 KB

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DWP_Telephone_Network_Data-April2009-June 2010_DM V0-0.XLS

MS Excel Spreadsheet, 41.5 KB

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DWP_Telephone_Network_Data-April2010-June 2010_PRS V0-0.XLS

MS Excel Spreadsheet, 33.5 KB

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DWP_Telephone_Network_Data-Jan2009-June 2010_JCP V0-0.xls

MS Excel Spreadsheet, 264 KB

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DWP_Telephone_Network_Data-Jan2009-June 2010_PDCS V0-0.xls

MS Excel Spreadsheet, 185 KB

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HMRC_Telephone_Network_Data-April2009-June 2010_PRS V0-0.xls

MS Excel Spreadsheet, 98 KB

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NHSDirect_Telephone Network_Data-April-June2009 V0-0.xlsx

MS Excel Spreadsheet, 13.6 KB

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NHSDirect_Telephone_Network_Data-April-June 2010 V0-0.xls

MS Excel Spreadsheet, 931 KB

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Stand -Alone_Telephone-Contact -Centre_Data-June08-June10 V0-1.xls

MS Excel Spreadsheet, 2.99 MB

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UKBA_January - September 2010.xls

MS Excel Spreadsheet, 42.5 KB

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Guide Notes 1

MS Word Document, 28.5 KB

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Guide Notes 2

MS Word Document, 33.5 KB

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Guide Notes 3

MS Word Document, 41 KB

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Guide Notes 4

MS Word Document, 168 KB

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Guide Notes 5A

MS Word Document, 211 KB

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Guide Notes 5B

MS Word Document, 436 KB

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Details

This data was collected as part of an ongoing program of work aimed at improving performance and reducing costs for telephone contact centres, known as the Performance Management Framework (PMF). The data contained in the spreadsheets represents data held by the Cabinet Office over a two year period and relates to public sector telephone contact centre performance for all central and those local government organisations that participated.

Published 17 November 2010