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Student Loans Company: Response Handling

Volume 502: debated on Wednesday 16 December 2009

To ask the Minister of State, Department for Business, Innovation and Skills how many and what proportion of telephone calls to the Student Loans Company were outsourced to Response Handling in each of the last five years. (303182)

The number and proportion of telephone calls to the Student Loans Company outsourced to Response Handling in the last five years are set out in the following table:

Financial year

2005-07

2006-07

2007-08

2008-09

2009-10

Number

SLC

1,580,976

1,653,508

2,001,720

2,314,089

1,942,673

Response

709,016

751,392

829,662

983,963

1,316,686

Total

2,289,992

2.404,900

2,831,382

3,298,052

3,259,359

Percentage

SLC

69.0

68.8

70.7

70.2

59.6

Response

31.0

31.2

29.3

29.8

40.4

Notes:

2009-10 figures are year to date.

2. These figures relate to calls from customers in England, Scotland and Northern Ireland.

Professor Sir Deian Hopkin's review of the delivery of financial support to students in England by the Student Loans Company for the academic year 2009-10 recommended that the company should reconsider its resourcing model for the contact centres. The SLC has accepted this recommendation and is taking urgent steps to implement improvements.