Skip to main content

Contact Centres

Volume 455: debated on Monday 8 January 2007

To ask the Secretary of State for Work and Pensions pursuant to the answer from the Minister for Work to the hon. Member for Southend West (Mr. Amess) of 27 November 2006, Official Report, column 813, on contact centres, how the figures for calls (a) not answered and (b) receiving an engaged tone were calculated. (106935)

Between April and October 2006, 22 million calls were received by contact centres covered in the PAC's report. 5.5 per cent. of these were abandoned (the customer hung up before getting an answer) and 94.5 per cent. were answered. 0.3 per cent. of total calls heard the engaged tone. Therefore calls abandoned by the customer and those receiving an engaged tone would equate to calls not answered.


Calls received = total calls offered to the contact centres.

Calls answered = those calls that were answered by an adviser once the call had been presented to the contact centre.

Calls hearing the engaged tone = those calls that were not presented to the contact centres because the department proactively blocked telephone lines.

Total calls = total calls made to the network.