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1520057

registered interest
date	10/10/2022
answering body	Department for International Trade
answering dept id	202
answering dept short name	International Trade
answering dept sort name	International Trade
hansard heading	UK Trade with EU: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Trade, what accounts for the difference between the total number of calls to the Export Support Service between 1 April and 20 September 2022 implied by the percentage figures contained in the Answer of 28 September 2022 to Question 51514 of 1,925.5 calls and the 2,820 calls reported in the Answer of 28 September 2022 to Question 51512.
tabling member constituency	Islington South and Finsbury
tabling member printed	Emily Thornberry
uin	59541
answer	answer is ministerial correction date of answer 17/10/2022 answer text <p>Any users which were not accounted for in the figures provided in the answer to Question <a href="https://questions-statements.parliament.uk/written-questions/detail/2022-09-20/51514" target="_blank">51514</a> either refused to provide their data or were not businesses, and this data is stored on separate systems. The number of calls received by the Export Support Service is reported using the supplier’s telephony system, which was used to answer Question <a href="https://questions-statements.parliament.uk/written-questions/detail/2022-09-20/51512" target="_blank">51512</a>. The case outcome data is reported using the supplier’s Customer Relationship Management (CRM) system, which was used to answer Question <a href="https://questions-statements.parliament.uk/written-questions/detail/2022-09-20/51514" target="_blank">51514</a>. The difference between these figures is the number of calls logged on the telephony system, and the number of cases entered into the CRM system.</p> answering member constituency Yeovil answering member printed Mr Marcus Fysh question first answered 17/10/2022 16:27:13 answering member 4446 label Biography information for Mr Marcus Fysh
tabling member	1536 label Biography information for Emily Thornberry

1520059

registered interest
date	10/10/2022
answering body	Department for International Trade
answering dept id	202
answering dept short name	International Trade
answering dept sort name	International Trade
hansard heading	UK Trade with EU: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Trade, pursuant to the Answer of 28 September 2022 to Question 51515 on UK Trade with EU: Telephone Services and with reference to the Answer of 18 November 2021 to Question 74918, when the number of full-time agents employed by the Export Support Services Contact Centre reduced from 24; and what the average agent utilisation rate was (a) before and (b) after this change.
tabling member constituency	Islington South and Finsbury
tabling member printed	Emily Thornberry
uin	59542
answer	answer is ministerial correction date of answer 18/10/2022 answer text <p>The utilisation performance for the service has been provided to the Rt. Hon Member for Islington South and Finsbury in answers to Question <a href="https://questions-statements.parliament.uk/written-questions/detail/2022-03-31/151022" target="_blank">151022</a> and Question <a href="https://questions-statements.parliament.uk/written-questions/detail/2022-09-20/51515" target="_blank">51515</a>. A decision was taken in June 2022 to not extend the Export Support Service Helpline, so the contract expired effective from the 07 October 2022. For the duration of the contract, active steps were taken to manage utilisation.</p> answering member constituency Yeovil answering member printed Mr Marcus Fysh question first answered 18/10/2022 10:12:15 answering member 4446 label Biography information for Mr Marcus Fysh
tabling member	1536 label Biography information for Emily Thornberry

1520061

registered interest
date	10/10/2022
answering body	Department for International Trade
answering dept id	202
answering dept short name	International Trade
answering dept sort name	International Trade
hansard heading	UK Trade with EU: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Trade, pursuant to the Answer of 28 September to Question 51514 on UK Trade with EU: Telephone Services, what action was taken with respect to the (a) 8 per cent of enquiries in April, (b) 6 per cent of enquiries in May, (c) 9 per cent of enquiries in June, (d) 6 per cent of enquiries in July, (e) 7 per cent of enquiries in August and (f) 8 per cent of enquiries in September, that were neither resolved using the knowledge bank nor referred to the digital enquiry team.
tabling member constituency	Islington South and Finsbury
tabling member printed	Emily Thornberry
uin	59543
answer	answer is ministerial correction date of answer 18/10/2022 answer text <p>The enquiries which were not resolved using the knowledge bank or referred to the digital enquiry team were referred to another government department to provide a response.</p> answering member constituency Yeovil answering member printed Mr Marcus Fysh question first answered 18/10/2022 09:58:42 answering member 4446 label Biography information for Mr Marcus Fysh
tabling member	1536 label Biography information for Emily Thornberry