1-20 of 155 results for subject:Teleperformance
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To ask His Majesty's Government how many complaints they have received about Teleperformance overseas helplines, and what compensation has been awarded to customers, in each month since 2022.
To ask His Majesty's Government how many complaints they have received about Teleperformance overseas helplines, and what compensation has been awarded to customers, in each month since 2022.
The number of complaints made to the UKVI international helpline, managed by Teleperformance, are found in the table below.
We do not hold the data relating to how much compensation has been issued in relation to contact made to the UKVI Contact Centre, as this is held by Teleperformance.
Teleperformance collect call and email charges on behalf of UKVI. Where any refunds are to be issued in relation to complaints made against the services, it is appropriate for Teleperformance to manage these refund transactions.
To ask the Secretary of State for the Home Department, pursuant to the Answer of 11 September 2023 to Question 195882 on Visas: Tourism, how much his Department spent on contracts with Teleperformance Ltd for (a) visa processing and (b) contact centre services in (i) 2021, (ii) 2022 and (iii)...
To ask the Secretary of State for the Home Department, pursuant to the Answer of 11 September 2023 to Question 195882 on Visas: Tourism, how much his Department spent on contracts with Teleperformance Ltd for (a) visa processing and (b) contact centre services in (i) 2021, (ii) 2022 and (iii)...
The Home Office does not categorise the information in a way that groups together Visa Processing spend with Teleperformance Ltd from 2021 to 2023, therefore we are unable to answer part of this question.
Contractual information in Contracts Finder is available for the second part of the question.
To ask the Secretary of State for the Home Department, what discussions her Department has had with Teleperformance UK on quality control of decision making for visitor visas.
To ask the Secretary of State for the Home Department, what discussions her Department has had with Teleperformance UK on quality control of decision making for visitor visas.
UKVI’s commercial partner, Teleperformance, has no involvement in the visa decision making process.
All decisions on UK visit visa applications are made by the Home Office and the quality control of these decisions is not shared or discussed with Teleperformance.
To ask His Majesty's Government, further to the Written Answer by Lord Sharpe of Epsom on 20 September (HL2246), how many of the total number of 658 complaints were received each month since November 2019; and what assessment they made of the value of confirming the amounts of compensation made...
To ask His Majesty's Government, further to the Written Answer by Lord Sharpe of Epsom on 20 September (HL2246), how many of the total number of 658 complaints were received each month since November 2019; and what assessment they made of the value of confirming the amounts of compensation made...
The total number of complaints regarding Teleperformance made to HMPO from 2019 to current date is shown in the table below broken down by month.
To clarify, the previous Lords question HL2246, provided confirmed volumes for the current year, showing the total number of complaints regarding Teleperformance made to HMPO relating to passports.
The data regarding compensation for these specific cases is not held in a reportable format and therefore it could only be obtained at a disproportionate cost.
| 2019 | 2020 | 2021 | 2022 |
Jan | 34 | 28 | 32 | 110 |
Feb | 30 | 26 | 44 | 146 |
March | 42 | 30 | 40 | 112 |
April | 62 | 0 | 48 | 56 |
May | 58 | 6 | 42 | 70 |
June | 54 | 14 | 40 | 54 |
July | 72 | 32 | 62 | 12 |
August | 54 | 50 | 116 | 26 |
Sept | 32 | 28 | 84 | 62 |
Oct | 48 | 26 | 144 |
|
Nov | 22 | 18 | 164 |
|
Dec | 18 | 42 | 134 |
|
To ask Her Majesty's Government whether (1) SITEL UK, or (2) Teleperformance, provide a call charge service; and if so, whether the fee has changed from £1.37 per minute.
To ask Her Majesty's Government whether (1) SITEL UK, or (2) Teleperformance, provide a call charge service; and if so, whether the fee has changed from £1.37 per minute.
From 5th October 2020 customers applying for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form on www.gov.uk.
Customers calling UKVI from outside the UK will be charged 69p per minute (plus their local network charge).
These charges were reduced by 50% against the previous charges (£1.37 per minute for calls and £5.48 per email enquiry).
The previous charges were reviewed in 2020. As part of that review, operational commercial improvement opportunities were identified, enabling the charges to be reduced.
The supplier of UKVI’s international email and telephony services and in country telephony services changed from Sitel, to Teleperformance during a handover period between 31st March 2021 and 28 April 2021.
To ask the Secretary of State for the Home Department, what recent assessment her Department has made of the adequacy of the customer service provided by Teleperformance, the company contracted to deliver the passport advice line.
To ask the Secretary of State for the Home Department, what recent assessment her Department has made of the adequacy of the customer service provided by Teleperformance, the company contracted to deliver the passport advice line.
Teleperformance have been responding to a formal rectification plan, and the service has significantly improved in response. In August, 98.73% of calls were answered within 30 seconds, exceeding the required service level of 80%.
To ask Her Majesty's Government what is the termination date for Teleperformance's contract to provide overseas helpline services on behalf of the Home Office; and what assessment they have made of complaints against Teleperformance in relation to Home Office services including (1) the number of complaints made in relation to...
To ask Her Majesty's Government what is the termination date for Teleperformance's contract to provide overseas helpline services on behalf of the Home Office; and what assessment they have made of complaints against Teleperformance in relation to Home Office services including (1) the number of complaints made in relation to...
The contract relating to the UK Visas and Immigration (UKVI) international Contact Centre service, delivered by Teleperformance, runs from March 2021 until October 2024.
Any complaints made against the UKVI Contact Centre services, which Teleperformance deliver, are managed and monitored by UKVI to ensure that any emerging issues and trends are picked up and remedial action is put in place to ensure no future complaints occur.
The UKVI Contact Centre service has not received any complaints relating to passports. Where customers are complaining about the return of their passports this would fall to the appropriate UKVI business area to handle.
We do not hold the data relating to how much compensation has been issued in relation to contact made to the UKVI Contact Centre, as this is held by Teleperformance.
Teleperformance also provide contact centre services for His Majesty’s Passport Office (HMPO), the Passport Adviceline and Validation service. The contract for this service runs from 1 November 2019 to 31 October 2024.
The total number of complaints regarding Teleperformance made to HMPO relating to passports this year is 658. The data regarding compensation for these specific cases is not held in a reportable format and therefore it could only be obtained at a disproportionate cost.
To ask the Secretary of State for the Home Department, what monitoring her Department is undertaking in respect of the contract with Teleperformance to handle HM Passport Office enquiries; what assessment she has made of the effectiveness of the delivery of the terms of that contract; and if she will...
To ask the Secretary of State for the Home Department, what monitoring her Department is undertaking in respect of the contract with Teleperformance to handle HM Passport Office enquiries; what assessment she has made of the effectiveness of the delivery of the terms of that contract; and if she will...
The service provided by Teleperformance is monitored daily to a pre-defined Service Level Agreement.
In light of Teleperformance’s delivery not meeting the required standard earlier this year, they have been responding to a formal rectification plan. The service has significantly improved in response.
Weekly meetings have been held between Her Majesty’s Passport Office and Teleperformance’s CEO, where technical innovation to support the rectification has been discussed and subsequently implemented.
To ask the Secretary of State for the Home Department, what recent assessment she has made of the adequacy of the passport advice service provided by Teleperformance under the terms of her Department’s contract with that organisation; what recent discussions she has had with representatives of Teleperformance on potential improvements...
To ask the Secretary of State for the Home Department, what recent assessment she has made of the adequacy of the passport advice service provided by Teleperformance under the terms of her Department’s contract with that organisation; what recent discussions she has had with representatives of Teleperformance on potential improvements...
The service provided by Teleperformance is monitored daily to a pre-defined Service Level Agreement.
In light of Teleperformance’s delivery not meeting the required standard earlier this year, they have been responding to a formal rectification plan. The service has significantly improved in response.
Weekly meetings have been held between Her Majesty’s Passport Office and Teleperformance’s CEO, where technical innovation to support the rectification has been discussed and subsequently implemented.
The initial expiry of the Teleperformance contract is set for October 2024, with an optional extension period of two years.
Will the Minister give way?
Will the Minister give way?
Not at the moment.
In April 2021, guidance was therefore changed to clearly advise customers to allow up to 10 weeks to get their passport, despite the comment made during the shadow Minister’s speech. This change to processing times has been communicated widely and over 5 million text messages were sent...
Not at the moment.
In April 2021, guidance was therefore changed to clearly advise customers to allow up to 10 weeks to get their passport, despite the comment made during the shadow Minister’s speech. This change to processing times has been communicated widely and over 5 million text messages were sent...
Will the Minister give way?
Will the Minister give way?
In a moment.
Across March, April and May 98.5% of the applications processed were completed within the 10-week standard and, even against the backdrop of such large demand, most applications are processed much more quickly than 10 weeks, with over 91% of applications completed within six weeks.
In a moment.
Across March, April and May 98.5% of the applications processed were completed within the 10-week standard and, even against the backdrop of such large demand, most applications are processed much more quickly than 10 weeks, with over 91% of applications completed within six weeks.
I will give way first to the hon. Member for St Albans (Daisy Cooper) and then come to those on my own Benches.
I will give way first to the hon. Member for St Albans (Daisy Cooper) and then come to those on my own Benches.
I thank the Minister for giving way. He mentioned the 10-week period during which most passport applications are dealt with. A constituent of mine applied for a straightforward passport renewal 13 weeks ago; she has to know today whether to cancel her holiday or try to wing it and possibly...
I thank the Minister for giving way. He mentioned the 10-week period during which most passport applications are dealt with. A constituent of mine applied for a straightforward passport renewal 13 weeks ago; she has to know today whether to cancel her holiday or try to wing it and possibly...
If the application has been outstanding for over 10 weeks and travel has been booked, we can expedite the process, as I will come on to later in my speech. It is not appropriate for me to discuss the details
of an individual case on the Floor of the House,...
If the application has been outstanding for over 10 weeks and travel has been booked, we can expedite the process, as I will come on to later in my speech. It is not appropriate for me to discuss the details
of an individual case on the Floor of the House,...
I will now give way again, as promised, this time to my colleague from Bournemouth, my right hon. Friend the Member for Bournemouth East (Mr Ellwood).
I will now give way again, as promised, this time to my colleague from Bournemouth, my right hon. Friend the Member for Bournemouth East (Mr Ellwood).
I am grateful to the Minister. I should first declare an interest: I am a US dual national and have to replace my passport soon, and I have been warned to anticipate an 11-week wait for it to be replaced. As this debate demonstrates, we all want the process to...
I am grateful to the Minister. I should first declare an interest: I am a US dual national and have to replace my passport soon, and I have been warned to anticipate an 11-week wait for it to be replaced. As this debate demonstrates, we all want the process to...