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Predictive Dialling Technology

Volume 455: debated on Tuesday 16 January 2007

To ask the Secretary of State for Work and Pensions which contractors his Department employs who use predictive dialling technology; how many calls using predictive dialling technology were made on behalf of his Department by each such contractor in each of the last five years; and what proportion of those calls were abandoned. (100762)

[holding answer 20 November 2006]: Within DWP the only business area that uses predictive dialling is debt management. The following debt collection agencies have been contracted to debt management: Eversheds, Commercial Collections Services Ltd. (CCSL), Legal and Trade and the Lewis Group.

Please see the following table, which includes available data:

May to October 2006

Calls abandoned1 as a result of predictive dialling

Name of contractor

Number of calls using predictive dialling

Number

Percentage

Eversheds

27,476

336

1.2

Commercial Collections Services Ltd. (CCSL)

9,530

156

1.6

Legal and Trade

132,858

4,002

3.0

The Lewis Group2

n/a

n/a

n/a

n/a = not available

1 Abandoned calls refers to those calls where a customer hears a so-called ‘silent call’ as no agent is available to take that call.

2 The Lewis Group are unable to provide figures for DWP alone as they only record combined information about all clients.