Universal Credit: Telephone Services

(asked on 12th October 2017) - View Source

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.


Answered by
Damian Hinds Portrait
Damian Hinds
Minister of State (Education)
This question was answered on 20th October 2017

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:

  1. The average call duration on the Universal Credit Helpline indicated in the data table below includes time in a telephony queue awaiting answer and the time spent talking to a customer adviser.
  2. The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.

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

Reticulating Splines