Question to the Department for International Trade:

To ask the Secretary of State for International Trade, what the estimated average agent utilisation rate has been during core operating hours for the Export Services Contact Centre in each month from 1 October 2021 to 31 March 2022.

The ESS helpline was launched 1 October to support business – availability, quality, speed and cost of service all matter. Calls are answered quickly; 93% within 30 seconds, 59% of enquiries are dealt with in a single call, and users report an 89% satisfaction rate. The Department has optimised the service since launch; reducing costs by 18% and adding new services. The utilisation rate fluctuates by the hour. Average weekly rates range from 18%, peaking at 57% in March 2022. Average monthly rates since launch are 8% (October), 6% (November), 6% (December), 8% (January), 7% (February), and 32% (March). Having very high utilisation rates (for example, above 85%) will almost certainly impact service quality with longer waiting time and reduced satisfaction rates.