Sitel and Teleperformance: Fees and Charges
(asked on 6th September 2022) - View Source
Question to the Home Office:
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.