11.1 Introduction 

Service standards and performance indicators are as follows:

• Answer 90% of calls within 1 minute
• Answer 98% of calls presented to Intake Team
• Monthly monitoring of average call handling times
• 99% of all postal and online complaints must be accepted, recorded and a decision made against one of the four outputs within 72 hours of receipt.
• Carry out three rounds of quality monitoring reviews per advisor and per business year. 
• Monthly volumes and SLAs to be reported to the Executive Team

11.2 Quality Monitoring 

Intake will operate in accordance with the organisation’s Quality Framework. The team have their own process for Quality Monitoring which ensures accountability in achieving the business objectives. The required criteria also demonstrate adherence to the organisation’s service standards and the advisor behaviours

Quality monitoring will be carried out every three months. The results are used to quantify the performance of both the individual and the team. After each set of reviews, the results will be presented to the Executive Team for consideration.

See also: Quality and Standards Manual