Department for Work and Pensions: Telephone Services

(asked on 9th September 2021) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what the average answering time was for all her Department's phone lines for each month since March 2019.


Answered by
Guy Opperman Portrait
Guy Opperman
Parliamentary Under-Secretary (Department for Work and Pensions)
This question was answered on 22nd September 2021

The average call waiting time (Average Speed of Answer) for calls to DWP Service Lines (excluding Debt) in each month from March 2019 to August 2021 is shown in the table below in the format of hours:minutes:seconds.

Year

Month

Average Speed of Answer

2018 -2019

March

00:05:22

2019 - 2020

April

00:06:20

May

00:06:44

June

00:06:26

July

00:07:14

August

00:07:11

September

00:07:11

October

00:06:31

November

00:07:07

December

00:07:01

January

00:05:19

February

00:05:50

March

00:14:02

2020 - 2021

April

00:21:26

May

00:10:58

June

00:06:24

July

00:08:33

August

00:08:24

September

00:07:50

October

00:06:52

November

00:06:47

December

00:07:15

January

00:08:32

February

00:07:36

March

00:07:15

2021 – 2022

April

00:13:44

May

00:13:06

June

00:09:40

July

00:10:37

August

00:11:25

Data Source: BT - Historical Management Information (GI2 – HMI) Serco, Capita, G4S

Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent.

The data supplied does not include Debt lines but includes outsourced lines and CMS calls from April 2020 onwards.

The data supplied is derived from unpublished management information which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.

This content was generated for your convenience by Parallel Parliament and does not form part of the official record.
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- View source

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