Work and Pensions written question – answered at on 24 March 2003.
To ask the Secretary of State for Work and Pensions
(1) if he will place in the Library the script followed by operators on each of the Department's helplines;
(2) if he will place the scripts followed by operators on each of the Department's helplines in the Library.
Most of the Department's helpline staff do not follow rigid scripts. Some parts of their conversations with customers may be scripted (for instance the manner in which customers are first greeted or the questions required to establish the caller's identity), and staff may be guided by a series of prompts to ask questions about particular topics, but the large bulk of conversations with customers are not scripted as such. I would be happy to arrange for the hon. Member to visit one of our centres or to sit in on a training session for these staff to help him appreciate the nature of the work done and why it is not feasible to place scripts in the Library. However, a script is used by the Direct Payment centre and a copy has been placed in the Library.
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