Department for Work and Pensions: Telephone Services
(asked on 3rd February 2025) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average (a) waiting time for people calling and (b) time people spent on hold for her Department was in 2024.
The table below shows the Average Speed of Answer and Total Hold Time, in an hours, minutes and seconds (hh:mm:ss) format, for all people calling DWP during the calendar year, 2024.
Calendar Year | Average Time to Answer (hh:mm:ss) | Average Hold Time (hh:mm:ss) |
2024 | 00:07:33 | 00:00:24 |
DISCLAIMER
Please note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.