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.

Documents

Consumer_Direct_Telephone Network_Data-April09-June10.xls

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DVLA_Telephone Network_Data-April2009-June10 V0-0.xls

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

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

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

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

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

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NHSDirect_Telephone Network_Data-April-June2009 V0-0.xlsx

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NHSDirect_Telephone_Network_Data-April-June 2010 V0-0.xls

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

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UKBA_January - September 2010.xls

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Guide Notes 1

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Guide Notes 2

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Guide Notes 3

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Guide Notes 4

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Guide Notes 5A

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Guide Notes 5B

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Detail

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.