Question to the Department for International Trade:

To ask the Secretary of State for International Trade, how many and what proportion of calls to the Export Support Services Contact Centre resulted in an agent (a) resolving the caller’s query using her Department’s scripts and knowledge bank and (b) raising a complex query form and referring the caller to her Department’s digital enquiry team in each month between April 2022 and September 2022.

In April, 48% (231) of enquiries were resolved using the knowledge bank, 57% (210) in May, 55% (196) in June, 50% (147) in July, 60% (163) in August and 56% (90) in September (to 20 September).

In April, 44% (212) of customers were referred to the digital enquiry team, 37% (137) in May, 36% (126) in June, 44% (129) in July, 33% (88) in August and 36% (58) in September (to 20 September).