Universal Credit: Telephone Services
(asked on 29th October 2018) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether there are targets for the amount of time call centre staff spend on the phone to universal credit (a) applicants and (b) service users; and if she will make a statement.
This question was answered on 1st November 2018
There are no targets for time spent on the telephone to applicants or service users. Call durations vary dependant on the needs of the caller, and team leaders are encouraged to observe interactions to assure call quality.