Thematic report on COPFS Enquiry Point

1. The English dictionary defines a contact centre as 'an office where people communicate with the customers of a company by phone, email, etc. for example, answering questions and dealing with complaints'

2. In 2012 the COPFS structure changed from 11 Areas and Crown Office to 3 operational Federations (North, East, West) and a National Federation

3. A unit within the Corporate Services Division that has as one of its aims 'to deliver a programme of constant improvement'

4. Increased in January 2012 from 80%

5. Unanswered calls

6. At the time of the review some had still to be upgraded from two screens to three

7. The IT system COPFS used to record and monitor Customer Feedback, as well as requests for information under the Freedom of Information (Scotland) Act 2002, the Data Protection Act 1998 and Ministerial Correspondence

8. Modern apprentices are employed for 2 years and will work towards an SVQ in Business and Administration

9. Source - VIA Remit

10. Staff have the right to one uninterrupted rest break at work of 20 minutes if they work more than 6 hours per day (Working Time Regulations 1998) although COPFS have agreed with trade unions for 30 minutes rest

11. COPFS Policy

12. Excludes public holiday overtime and travel time

13. Staffing costs before this were not split to show overtime costs

14. The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13

15. As described in Contact Babel study 'The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13

16. Source RNID Typetalk

17. Independent regulator and competition authority for the UK communications industries

18. Study - 'Disabled customers and call centres'

19. Calls from non police reporting agencies were not broken down any further

20. Referenced in Contact Babel study 'The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13'

21. Source - COPFS Enquiry Point

22. Referenced in Contact Babel study 'The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13'

23. Source - COPFS Enquiry Point

24. Referenced in Contact Babel study 'The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13'

25. Source - COPFS Enquiry Point

26. Referenced in Contact Babel study 'The UK Contact Centre HR & Operational Benchmarking Report', 2 edition - 2012/13'

27. Very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, very dissatisfied

28. Service Transformation: 'A better service for citizens and businesses, a better deal for the taxpayer' Dec 2006 - Chapter 7 - Contact Centres

29. 'Better Practice Guidance for Government Contact Centres'

30. There is an understanding of difficulties in keeping lists up to date due to Federation change and staff movement

31. Source - COPFS Enquiry Point