Telephone Services

Work and Pensions written question – answered on 3rd July 2012.

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Photo of Graeme Morrice Graeme Morrice Labour, Livingston

To ask the Secretary of State for Work and Pensions how many private sector call centre staff were used by his Department and its agencies in each of the last three financial years; and at what cost to the public purse.

Photo of Chris Grayling Chris Grayling The Minister of State, Department for Work and Pensions

We are unable to provide a figure for the number of private sector call centre staff utilised during this three year period, without incurring disproportionate cost. Contractual arrangements are in the main, made on a price per call minute rather than on the purchase of a fixed body of staff. It is also important to point out that demand fluctuates on a seasonal basis with purchased capacity differing substantially over the course of a year.

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