last week comments
Customer / FI telephone service Last week we have seen no unplanned absence and had a minimal amount of annual leave, we experienced a higher daily call volume towards the end of the week, relating to changing tax codes issued for the 2022/23 tax year for the pension annuity product. This prompted a 32% increase in call volume overall. As a result, our performance tracked just below target for the speed of answer and on target for calls answered targets. We answered 75% of calls within 30 seconds, abandoned 5% of calls with an average handle time of 7 minutes 15 seconds.  We have slightly more annual leave planned in the team this week and new starter training continuing, We should see a service level of between 65% – 75% and an abandoned rate of around 7%. Once all new starters have been trained, we should start to achieve consistent service levels over 80% and abandoned rates under 5%.
Pre application enquiries
Application received and actioned
Application to valuation timeframe There are current valuation hotspot areas where Countrywide are booking. Therefore, appointment dates may not be available within the standard 6 days within these areas. The following areas are B, BD,CA,CF,CH,CT,CW,DL,E,EC,KT,LA,NW,PR,SA,SK,SW,TQ,WV. Although these areas are detailed as hot spots, not all the actual codes within that region will be subject to delays.
General service We have been able to continue with training. We are still recruiting to backfill a team member and have 2 further vacancies to fill. The volume and quality of applicants is still a challenge.
Underwriting assessment
Application to offer timeframe The hotspots mentioned above may also mean that some cases may take a little longer to get to offer.
Completion service
Key
majority of work is progressing within expected timeframes with no material issues
some issues are experienced but these are considered minor or short term
some significant issues are experienced that may have an impact on a number of cases
Service is significantly outside standard expectation and remedial action is being taken
Typical service levels
Customer / FI telephone service Typical SLA is 80% <30secs and <5% abandon.
Pre application enquiries response provided within 48 hours
Application received and actioned received, logged and enquiries made / instructions issued within 48 hours of receipt
Application to valuation timeframe assessed based on 6 days unless a customer requires a later appointment
General service summary overview of current turnarounds for items such as post and emails after receipt of an application
Underwriting assessment underwriter assessment of cases when ready within 72 hours
Application to offer timeframe cases received with full information proceed to offer within 21 calendar days
Completion service cases complete within 48 hours of receipt of docs and any repayment statement required