Call Centres

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

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Photo of Tim Boswell Tim Boswell Shadow Minister, Work & Pensions, Shadow Spokesperson (Business, Innovation and Skills), Shadow Spokesperson (Work and Pensions)

To ask the Secretary of State for Work and Pensions what the (a) average speed of response to calls and (b) proportion of failed calls was for each public call centre operated by or on behalf of his Department in the most recent period for which figures are available; and what the staff turnover was in each call centre in the same period.

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

The information that is available is shown in the table. All data relates to November 2005.

Jobcentre Plus Direct, the National Benefit Fraud Hotline and the Pension Service do not collate information on the average speed of answering calls. The data provided for these helplines (x per cent. of calls answered in y seconds) is the closest comparable indicator.

Failed calls are those that are not presented to the contact centre due to technical reasons, such as insufficient line capacity.

Helpline (a) Average speed of answer in seconds (percentage) (b) Failed calls


(c) Staff turnover


Pensions Direct 55.3 in 30 seconds 0.94 (25)
Pension Information Orderline 94.6 in 30 seconds 1.66 (26)n/a
Pension Guide Orderline 96.5 in 30 seconds 0 (26)n/a
Pension Credit Application Line (Outsourced to Ventura) 45.6 in 30 seconds 1.12 (26)n/a
Pension Centres 82.6 in 30 seconds 0.64 (27)1.26
Retirement Pension Teleclaims 90.8 in 30 seconds 0 (27)1.52
Retirement Pension Forecasting Team 50.6 in 30 seconds 0.74 n/a
Winter Fuel Helpline 92.3 in 30 seconds 0 (27)0.27
International Pension Centre 67.8 in 30 seconds 0 0.54
Deficiency Notices 79.1 in 30 seconds 0 n/a
Jobcentre Plus Direct—Jobseeker Direct 79.6 in 20 seconds n/a (28)1.97
Jobcentre Plus Direct—First Contact 75.1 in 20 seconds n/a
National Benefit Fraud Hotline 91.72 in 3 seconds n/a (29)n/a
Employer Direct 12 n/a 2.16
CSA National Helpline 52 2 1.50
Debt Management 30.75 0.45 1.36
Benefit Enquiry Line 86 43 3.15
Disability Living Allowance/Attendance Allowance 101 25 0.83

n/a = Not available.

(25) Included in Retirement Pensions Teleclaims figures, a separate figure is not available.

(26) These helplines are provided by an external contractor and are not staffed by DWP employees.

(27) This represents the percentage of whole-time equivalent staff who left the Pension Service by resignation or termination only.

(28) Information is not available separately for first contact and jobseeker direct, therefore a total figure has been provided for Jobcentre Plus Direct.

(29) We do not have any information on staff turnover for NBFH, however we are taking steps to ensure this data is available in the future.

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