Recommendation 11

Teleperformance, the contractor responsible for HMPO’s customer support telephone line, failed to meet its service level agreement of answering 80% of calls within 30 seconds from March 2022 to July 2022. In May, it only managed to answer 14% of calls within 30 seconds.17 We asked the Department about an example of a constituent having attempted to contact customer support several times over one week and had been hung up on each time. The Department and HMPO both agreed that there had been “severe shortcomings” in their customer service and that the level of service provided was “completely unacceptable”. They asserted that once they became aware that Teleperformance staff were hanging up on customers, they took immediate action.18