FOI release

FOI22/23-140 - Contact centre info

Updated 30 May 2023

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Our ref: FOI22/23-140

Date: 28 February 2023

Re: Freedom of Information Act (FOIA) Request

Thank you for your email of 08 February in which you requested from the Insolvency Service:

  1. Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

c. How many contact centre agents do you have?

d. Do agents work from home? Or just your offices?

e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?

f. When is your contract renewal date?

g. Who maintains your contact centre system(s)?

  1. CRM

a. Do you use a CRM in the contact centre? What platform is used?

b. Do you use the same CRM for the rest of the organisation? What platform is used?

c. Do you use a knowledge base / knowledge management platform? What platform is used?

  1. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Your request has been dealt with under the Freedom of Information Act 2000 (FOIA).

I can confirm the agency holds the information that you have requested and I have provided answers to your questions below.

  1. Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? Yes telephony only

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to? Yes we employ our own agents

c. How many contact centre agents do you have? Currently 15

d. Do agents work from home? Or just your offices? Hybrid approach – 50% office

e. Please confirm the manufacturer of your contact centre system(s) that are currently in place? Anywhere 365

f. When is your contract renewal date? Microsoft Teams Unified Communications Delivery to the Insolvency Service - Contracts Finder This Contract has been extended and expires Q2 2023.

g. Who maintains your contact centre system(s)? Microsoft Teams Unified Communications Delivery to the Insolvency Service - Contracts Finder This Contract has been extended and expires Q2 2023.

  1. CRM

a. Do you use a CRM in the contact centre? What platform is used? No we do not use CRM

b. Do you use the same CRM for the rest of the organisation? What platform is used? N/A

c. Do you use a knowledge base / knowledge management platform? What platform is used? N/A

  1. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology? No

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use? No

Complaints

If you are not satisfied with the response we have provided you and would like us to reconsider our decision by way of an internal review (IR), please contact our Information Rights team within 40 working days of this letter at [email protected] or by post at:

Information Rights Team

The Insolvency Service

3rd Floor

Cannon House

18 Priory Queensway

Birmingham

B4 6FD

United Kingdom

You also have the right to contact the Information Commissioner’s Office (ICO) if you wish for them to investigate any complaint you may have regarding our handling of your request. However, please note that the ICO is likely to expect an IR to have been completed in the first instance.

Kind regards

Information Rights Team

The Insolvency Service

The Department for Business, Energy and Industrial Strategy, Official receivers and the Adjudicator are Data Controllers in respect of personal data processed by the Insolvency Service. For the details about how personal data is processed by the agency, please see the full Insolvency Service Personal Information Charter here: https://www.gov.uk/government/organisations/insolvency-service/about/personal-information-charter

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