To date, 2.2million calls have been answered by Universal Credit agents. The average call duration is 07:29 minutes. This information includes calls to the 0345 number and to the 0845 number it replaced.
Calls to 0345 numbers are charged to the customer at the same rate as a call to a standard local or national geographic number. The cost is dependent on the customer’s tariff and will be taken from inclusive bundled call minutes where applicable.
Information about call charges are available at the following link https://www.gov.uk/call-charges
The Department generates no revenue from these calls and is unable to comment on revenue generated by other parties