Two-thirds of disgruntled teachers calling Capita’s SATs helpline hung-up after no-one answered the phone as the service went into meltdown during the height of this year’s test season.
Ministers have now launched a “lessons learned” probe into the outsourcing giant’s first SATs series under its £107 million contract. Unions had raised “deep concerns” into its management.
Headteachers previously told Schools Week how they were waiting on the phone for hours to get answers to, sometimes simple, questions.
New figures obtained by Schools Week show how 61.6 per cent of calls were abandoned by callers who waited more than 20 seconds in the week of May 9 – when SAT tests began.
