French-owned Teleperformance failed to meet targets for responding to calls and emails as early as May 2021, it has been revealed
The Passport Office was dealing with a backlog of more than 550,000 passports at the end of June.
Holidaymakers and individuals trying to attend important family occasions such as weddings and funerals have all faced disappointment, with some waiting 10 weeks for their passports. While Teleperformance is not responsible for processing passport requests, it is the first port of call for people who require assistance with their applications.and receiving “poor, misleading” advice when they eventually get through to an agent.
In many cases, customer service staff on the helpline do not have the security clearance required to obtain information from the Home Office’s system.that people were “really angry” and attending passport offices “in their droves” after receiving “bad service” via the advice line.
Teleperformance declined an invitation to attend the committee’s session on the issue, stating “the main issue is that UK citizens are facing delays to obtain their passports”.: “Over the past months, Teleperformance has worked with its client to handle an unprecedented surge in volumes and our current service levels have significantly improved.”
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