State Retirement Pensions: Telephone Services
(asked on 18th May 2023) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many calls to the Future Pension Centre helpline have been (a) received, (b) answered and (c) disconnected in the last 12 months.
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Period of calls made to the Future Pension Centre Helpline | Calls to Helpline | Calls Answered | *Calls Blocked | **Calls Abandoned | Average speed of answered calls | Average time to abandon calls |
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23/05/2022 - 19/06/2022 | 50,049 | 40,180 | 493 | 9,376 | 00:08:41 | 00:07:23 |
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20/06/2022 - 17/07/2022 | 53,235 | 40,851 | 864 | 11,520 | 00:09:01 | 00:07:47 |
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18/07/2022 - 14/08/2022 | 46,392 | 35,793 | 5 | 10,594 | 00:09:11 | 00:08:31 |
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15/08/2022 - 11/09/2022 | 44,606 | 35,614 | 18 | 8,974 | 00:07:50 | 00:07:38 |
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12/09/2022 - 09/10/2022 | 41,263 | 32,636 | 2 | 8,625 | 00:08:20 | 00:08:07 |
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10/10/2022 - 06/11/2022 | 88,884 | 39,053 | 29,644 | 20,187 | 00:18:03 | 00:12:38 |
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07/11/2022 - 04/12/2022 | 63,500 | 40,902 | 4,947 | 17,651 | 00:14:53 | 00:10:22 |
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05/12/2022 - 01/01/2023 | 36,452 | 25,589 | 999 | 9,864 | 00:13:19 | 00:09:48 |
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02/01/2023 - 29/01/2023 | 202,996 | 41,508 | 128,885 | 32,603 | 00:27:26 | 00:15:48 |
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30/01/2023 - 26/02/2023 | 516,861 | 45,613 | 442,845 | 28,403 | 00:27:31 | 00:17:11 |
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27/02/2023 - 26/03/2023 | 1,007,868 | 47,345 | 942,517 | 18,006 | 00:28:46 | 00:23:23 |
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27/03/2023 - 23/04/2023 | 389,395 | 47,300 | 326,892 | 15,203 | 00:22:44 | 00:23:41 |
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24/04/2023 - 21/05/2023 | 252,100 | 42,439 | 196,899 | 12,762 | 00:22:19 | 00:22:44 |
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Please note information has been provided in 4 weekly periods for the previous twelve months.
*Calls Blocked refers to the instances when DWP does not allow the call to enter the call waiting queue and the line cuts off.
** Calls Abandoned refers to the instances when a customer decides to end the call whilst in the call queue.
The Management Information used has been taken from the same operational source data systems as our published administrative data. However, as this Management Information is not a recognised National or Official Statistic, it has not been subjected to the same level of Quality Assurance. As a result, these figures should be treated with caution.