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Departments: Telephone Services

Volume 464: debated on Wednesday 10 October 2007

To ask the Secretary of State for Work and Pensions what proportion of telephone calls to his Department from members of the public are recorded for training purposes. (154643)

All calls to the Department’s contact centres are recorded and may be used for training purposes except:

when technical issues arise;

textphone calls;

eight Jobcentre Plus sites do not have the technical ability to record calls; and

National Benefit Fraud Hotline calls due to their sensitive nature.

Calls made directly to the operational teams and local services are not recorded.