Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the (a) shortest, (b) average and (c) longest recorded call was to the universal credit helpline in each of the last 12 months.
Average call duration data is available in respect of the Universal Credit helpline for each of the last 12 months. However, data to indicate the shortest and longest recorded call durations is not available and could only be provided at disproportionate cost.
Please note:
Month | Average Call Duration (in minutes and seconds) |
Oct-16 | 11:20 |
Nov-16 | 12:20 |
Dec-16 | 11:23 |
Jan-17 | 12:01 |
Feb-17 | 12:40 |
Mar-17 | 11:08 |
Apr-17 | 10:25 |
May-17 | 10:10 |
Jun-17 | 11:36 |
Jul-17 | 12:14 |
Aug-17 | 13:02 |
Sep-17 | 13:12 |
Data Sources: BT OPMIS and NGCC