Decision snapshot: decide whether to seek approval for £6,000 and extend the returns pilot by four weeks; the document recommends both actions, but funding is not approved [Section 3].
Key findings: average handling time fell from 18 to 12 minutes across 420 cases during the six-week pilot [Section 1]. Two of eight agents remain untrained, limiting comparison [Section 1]. Complaints were 3.1% versus 2.8% before the pilot, and the team cannot attribute the change to the pilot [Section 2].
Actions: request training-cost approval—owner and due date not specified; train two remaining agents—owner and due date not specified; extend the pilot four weeks—owner and start date not specified; make the final rollout decision by 30 November [Section 3].
Risks and open questions: funding may delay training; the complaint-rate movement needs investigation; success criteria for the extension are not stated. No material metrics or limitations were omitted.