Freedom of Information request (FOI 22/900)
Published 17 January 2024
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FOI 22/900
13th September 2022
Dear
Thank you for your request dated 16th August 2022. Answers have been provided to your individual questions below:
1.聽聽聽聽聽 Contact Centre 鈥� target to organisations we know have a CC
a.聽Do you have a customer/ citizen facing contact centre?聽 If not please skip these questions.
Yes, customer contact is handled through the MHRA Customer Experience Centre within the Communications and engagement team
b.聽Do you employ and manage your own agents, or do you outsource to a third party?聽 If you outsource who to?
We employ our own agents.
c.聽How many contact centre agents do you have?
There are 9 customer experience specialists within the team鈥檚 permanent structure.
d.聽Do agents work from home? Or just your offices?
We operate a hybrid working system; team members can log in from the office or from home.
e.聽Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Avaya
f.聽When is your contract renewal date?
January 2023
g.聽Who maintains your contact centre system(s)?
Vodafone support
2.听颁搁惭
a.聽Do you use a CRM in the contact centre? What platform is used?
We use a bespoke system developed by our in-house Digital team using Appian.
b.聽Do you use the same CRM for the rest of the organisation? What platform is used?
No. This system is only used by the customer experience centre.
c.聽Do you use a knowledge base / knowledge management platform? What platform is used?
No specific platform is used. Various resources for the team to access exist in word, excel, powerpoint and video files, stored and accessed via SharePoint.
3.聽AI & Automation
a.聽Does your organisation have a customer or citizen facing chatbot?聽 If so, who provides this chatbot technology?
No
b.聽Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yes, (but not in the contact centre). The provider is Blue Prism
We hope you have found this response helpful. However, if you disagree with how we have interpreted the Freedom of Information Act 2000 with regards to your request, you can ask for the decision to be reviewed. The review will be carried out by a senior member of the Agency who was not involved with the original decision.
If you have a query about the information provided, please reply to this email.
Please remember to quote the reference number above in any future communications.
If you were to remain dissatisfied with the outcome of the internal review, you would have the right to apply directly to the Information Commissioner for a decision. Please bear in mind that the Information Commissioner will not normally review our handling of your request unless you have first contacted us to conduct an internal review. The Information Commissioner can be contacted at:
Information Commissioner鈥檚 Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Yours sincerely
MHRA Customer Experience Centre