Rural Payments Agency: Telephone Services

Environment Food and Rural Affairs written question – answered on 30th March 2010.

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Photo of Stewart Jackson Stewart Jackson Shadow Minister (Communities and Local Government)

To ask the Secretary of State for Environment, Food and Rural Affairs how long on average it took Rural Payments Agency call centres to (a) answer and (b) complete a call from a member of the public in the latest period for which figures are available; and what percentage of calls made to call centres were dropped in that period.

Photo of Jim Fitzpatrick Jim Fitzpatrick Minister of State (Department for Environment, Food and Rural Affairs) (Farming and the Environment)

The Rural Payments Agency's customer service centre (CSC) received 41,346 calls in February 2010 and the average speed to answer each call was 25 seconds with the average length of each call being 10 minutes and five seconds.

During this period 9.3 per cent. of calls were abandoned when the CSC was either unable to answer the call before the customer rang off or the call was answered but the customer then ended the call prematurely.

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