NHS Test and Trace: Telephone Services
(asked on 1st February 2022) - View Source
Question to the Department of Health and Social Care:
To ask the Secretary of State for Health and Social Care, pursuant to the Answer of 27 January 2022 to Question 99071 on NHS Test and Trace: Telephone Services, when the data will be centrally verified and the estimate published.
The information requested has now been centrally verified and is shown in the following table.
| Average call duration* | Average waiting time | Total number of calls where the caller ended the call before it was answered |
2020 | 482 seconds | Not available | 1,717,000 |
2021 | 517 seconds | 33 seconds | 242,000 |
Sources:
Test Capacity Plan 2021, CTS Daily SitRep 2020
Notes:
* This is the average handle time and also includes after call work.
Data for 2020 from the launch of the service on 19 April 2020.