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. 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.
Yes, customer contact is handled through the MHRA Customer Experience Centre within the Communications and engagement team
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
We employ our own agents.
c. How many contact centre agents do you have?
There are 9 customer experience specialists within the team’s permanent structure.
d. 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. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Avaya
f. When is your contract renewal date?
January 2023
g. Who maintains your contact centre system(s)?
Vodafone support
2. CRM
a. 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. 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. 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. 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?
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.
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Yours sincerely
MHRA Customer Experience Centre