Department for Work and Pensions: Telephone Services
(asked on 27th April 2016) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average (a) waiting time and (b) total call time is for calls made to the 0345 numbers operated by his Department.
Please see table below for calls made to the Department on the 0345 number;
March 2016 | |
Average time to answer 0345 calls | 03:21 |
Average call duration for 0345 calls | 04:55 |
Notes
Calls to Working Age Benefits, Pensions Age Benefits, Disability Benefits and Universal Credit are included in the above information. The data does not include calls to customers making a claim for benefits as these are made on Freephone 0800 numbers.
The data provided does not include calls handled by outsourced providers as they are not required to supply data to us on average call duration.
Source
Department for Work and Pensions Operational Management Information Statistics