Call Centres

Work and Pensions written question – answered on 30th March 2006.

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Photo of David Laws David Laws Shadow Secretary of State for Work and Pensions

To ask the Secretary of State for Work and Pensions pursuant to the answer of 14 November 2005, Official Report, column 1006W, on call centres, if he will break down the figures by each individual benefit or function, including (a) the Child Support Agency, (b) the Pensions Agency and (c) disability living allowance/attendance allowance; and if he will make a statement.

Photo of Anne McGuire Anne McGuire The Parliamentary Under-Secretary of State for Work and Pensions

holding answer 12 December 2006

The information requested is in the following table:

Table 1
Helplines (see table 2 for explanations of these measures and calculations) 2003–04 2004–05 2005–06
CSA NHL CSCS (old scheme)
Number of call centres 7 7 7
Number of calls handled by an adviser 2,525,392 2,221,572 965,393
Number of calls abandoned 1,027,645 388,726 108,985
Proportion of calls abandoned (percentage) 28.8 14.9 10.1
Number of calls receiving the engaged tone 483,426 91,899 2678
Proportion of calls receiving the engaged tone (percentage) 13.0 3.6 0.3
CS2 (new scheme)
Number of calls handled by an adviser 891,354 2,018,122 1,223,222
Number of calls abandoned 246,143 405,538 152,506
Proportion of calls abandoned (percentage) 21.6 16.7 11
Number of calls receiving the engaged tone 49,823 36,286 18755
Proportion of calls receiving the engaged tone (percentage) 2.5 1.2 1.2
DLA/AA
Number of call centres 1 1 1
Number of calls handled by an adviser 3,917,613 4,425,920 2,759,508
Number of calls abandoned 940,799 979,045 186,879
Proportion of calls abandoned (percentage) 19.4 18.1 6.3
Number of calls receiving the engaged tone 19,978,016 18,526,578 22,403
Proportion of calls receiving the engaged tone (percentage) 80.0 77.4 0.75
BEL
Number of call centres 1 1 1
Number of calls handled by an adviser 1,247,725 1,077,290 488,797
Number of calls abandoned 341,420 375,069 199,054
Proportion of calls abandoned (percentage) 21.5 25.8 28.9
Number of calls receiving the engaged tone 907,194 1,070,533 414,738
Proportion of calls receiving the engaged tone (percentage) 36.3 42.4 37.6
ED
Number of call centres 11 11 9
Number of calls handled by an adviser 1,796,077 1,727,685 1,067,338
Number of calls abandoned 101,359 84,102 36,608
Proportion of calls abandoned (percentage) 5.34 4.64 3.31
Number of calls receiving the engaged tone 0 0 0
Proportion of calls receiving the engaged tone (percentage) 0 0 0
JSD/FC
Number of call centres (21)91 (22)53 (23)39
Number of calls handled by an adviser 7,243,994 10,349,719 7,252,995
Number of calls abandoned 311,897 2,612,842 1,807,237
Proportion of calls abandoned (percentage) 4.1 20.1 19.9
Number of calls receiving the engaged tone 0 0 0
Proportion of calls receiving the engaged tone (percentage) 0 0 0
TPS
Number of call centres 35 36 down to 32 32 down to 29
Number of calls handled by an adviser 11,815,732 16,661,006 4,907,413
Number of calls abandoned 958,088 1,496,724 207,806
Proportion of calls abandoned (percentage) 7.4 8.2 4
Number of calls receiving the engaged tone (24)567,103 283,934 50,872
Proportion of calls receiving the engaged tone (percentage) 0 2 1.1

(21) Jobcentre Plus had 91 sites taking Jobseeker Direct calls including a large number of small teams within Jobcentres.

(22) In 2004–05 Jobcentre Plus started off with 53 sites and were down to 39 sites by the end of the year.

(23) In 2005–06 Jobcentre Plus started of with 39 sites and are now down to 31 sites (this includes three Employer Direct sites who are taking Jobseeker Direct calls).

(24) The network figure for calls receiving the engaged tone 2003–04 is not calculated in the same format as the other two periods due to the relevant data not being available.

Table 2
Metric Explanation
Number of calls handled by an adviser This measure is a count of the total number of calls that

were answered by agents

Number of calls abandoned This measure identifies the total number of calls that were abandoned in the queue before being answered by

an agent

Proportion of calls

abandoned

Calculation: Total abandoned calls divided by total calls presented to the Centre (excluding calls receiving the

engaged tone) x100

Number of calls receiving

the engaged tone

This measure is a count of the number of callers receiving

the engaged tone

Proportion of calls receiving the engaged tone Calculation: Calls receiving the engaged tone divided by total calls (i.e. calls answered, abandoned, engaged tone, etc)

x 100

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