Question to the Department for Education:
To ask the Secretary of State for Education, in respect of his Department's general helpline 0370 000 2288, what the average (a) waiting time for callers was before the call was answered and (ii) call duration was, in each of the last eighteen months.
Table A details the average wait times for the department for the 0370 000 2288 helpline. Table B details the average call duration.
We are only able to provide this data for the last 12 months as the system data retention policy deletes data older than 1 year.
Table A: Average waiting time for callers before call answered | |
Month | Average waiting time for callers before call answered (seconds) |
November 2020 | 115.93 |
December 2020 | 79.75 |
January 2021 | 88.43 |
February 2021 | 92.26 |
March 2021 | 72.64 |
April 2021 | 54.5 |
May 2021 | 73.95 |
June 2021 | 91.56 |
July 2021 | 61.08 |
August 2021 | 49.55 |
September 2021 | 112.6 |
October 2021 | 143.79 |
November 2021 | 101.69 |
December 2021 | 100.2 |
TABLE B: Average call duration for inbound calls | |
Month | Average call duration for inbound calls (seconds) |
November 2020 | 481.05 |
December 2020 | 466.55 |
January 2021 | 403.76 |
February 2021 | 484.29 |
March 2021 | 491.8 |
April 2021 | 485.68 |
May 2021 | 522.83 |
June 2021 | 526.29 |
July 2021 | 488.79 |
August 2021 | 444.82 |
September 2021 | 564.77 |
October 2021 | 642.04 |
November 2021 | 579.38 |
December 2021 | 596.73 |