Im back again (no thanks to Yahoo!).

http://www.whatdotheyknow.com/request/tender_document_for_outsourcing#incoming-169201

Interesting FOI response from East Coast yet again. Its a shame that other Government Departments cant take their lead.

Page 12 of http://www.whatdotheyknow.com/request/66236/response/169201/attach/5/Appendix%20III.pdf  (warning 6.5MB size) has a flow chart of what telephone numbers are used, when and even the specific wording!
It also lists other IVR stuff like Call Handling specs, Telesales specs and even how operators should react to certain customers. They have redacted the service level figures.

This tender was given in the end to Intelenet.

mc661 wrote on Apr 21^st, 2011 at 9:22pm:

Page 12 of http://www.whatdotheyknow.com/request/66236/response/169201/attach/5/Appendix%20III.pdf  (warning 6.5MB size) has a flow chart of what telephone numbers are used, when and even the specific wording! It also lists other IVR stuff like Call Handling specs, Telesales specs and even how operators should react to certain customers. They have redacted the service level figures.

Thanks for pointing this out.

Page 12 looks quite fuzzy and it's difficult to make out what the words and numbers are. I know there was a previous request which yielded most of the alternatives, so I guess that this may back that up.