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Welfare Tax Credits: Telephone Services

Volume 461: debated on Monday 4 June 2007

To ask the Chancellor of the Exchequer (1) how long staff answering customer calls at call centres on behalf of the tax credit office are recommended to spend on each call; and if he will make a statement; (135385)

(2) whether guidelines are issued to contact centre staff answering calls on behalf of the tax credit office on the number of calls from customers they should deal with each day; and if he will make a statement;

(3) whether guidelines are issued to staff at the HM Revenue and Customs Cardiff contact centre on the number of calls from customers they should deal with each day; and if he will make a statement;

(4) how long staff working at the HM Revenue and Customs Cardiff contact centre are expected to spend on each call; and if he will make a statement.

Staff are expected to take the appropriate time to resolve the caller's inquiry—there is no national set time for the duration of calls or for the number of calls to be handled.

As part of their day-to-day management activity, managers actively monitor individual and team performance focussing in particular on the relationship between call quality and call handling times. If appropriate, managers set local individual and team level goals for improvement.