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Departmental Telephone Services

Volume 506: debated on Thursday 4 March 2010

To ask the Secretary of State for the Home Department what the (a) average time to answer a call, (b) average waiting time for members of the public during a call, (c) percentage of calls dropped or not answered and (d) average length of calls was in call centres run by his Department and each of its agencies in the latest period for which figures are available. (312376)

The Core Home Office does not run any call centres. Please see the information requested in the following table in respect of the Home Office Executive Agencies:

United Kingdom Border Agency

Criminal Records Bureau

Identity and Passport Service

Average time to answer a call

5 minutes 45 seconds

9 seconds

Calls are answered on second ring by automated response

Average waiting time for members of the public during a call

6 minutes 54 seconds

7 seconds

10 seconds to speak to agency after selecting from automated response

Percentage of calls dropped or not answered

26.7 per cent.

0.80 per cent.

1.5 per cent.

Average length of calls

4 minutes 02 seconds

2 minutes 45 seconds

4 minutes 30 seconds

The figures provided in the above table for UKBA and CRB are based on monthly figures available for December 2009. Figures for IPS provided are based on averages from monthly returns for Authentication. By Interview (ABI) and Adviceline calls.

UKBA have made improvements to their procedures for answering calls over the past six months. There is an action plan in place to deliver further improvements.