HM Passport Office: Telephone Services
(asked on 12th May 2022) - View Source
Question to the Home Office:
To ask the Secretary of State for the Home Department, what the average telephone waiting time is for people phoning HM Passport Office.
This question was answered on 21st June 2022
In May 2022, the average waiting time for calls answered by the Passport Adviceline, which is run by Teleperformance, was 13 minutes.
However, only 50.8 % of calls to the Passport Adviceline were answered. Teleperformance are required to improve this performance as soon as possible and, as part of their rectification plan, are in the process of adding 500 call agents compared to their position in mid-April.