The UK misreporting data. A thread for Scots:

I remember working on a particular project. I'm a Business Analyst.

We were to produce reporting data to the executive on various statistics relating to the Banks contact centre.

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UK Gov COVID Stats 👇
https://t.co/1pXGapctNH

How does this relate to the COVID stats you ask. Stick with it.

The bank call abandon rate was around 40%. So 40% of customer calls did not get answered on the customers first attempt to make contact.

So the bank employed agency staff to handle inbound calls.

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The result was that call abandonment dropped to around 5%.

Fabulous said everyone until I pointed out the obvious.

The agency staff, with little experience of that bank and its products, were simply taking customer details and putting them in a call back queue.

3/14

A call bank queue that the banks' full-time staff would have to outbound call.

This meant that 35% of customers who called still did not have their enquiry dealt with and 5% who still didn't have their call answered at all.

So 'technically' STILL a 40% abandon rate.

4/14

Now the UK Gov have a COVID 19 vaccination strategy that claims to have vaccinated 3.2 million people of the 65 million people in the UK.

In fact, a two-step process means that these people will not be 'fully vaccinated' until they have a second injection.

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