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House of Commons Hansard
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Student Loans Company: Telephone Services
29 March 2010
Volume 508
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To ask the Minister of State, Department for Business, Innovation and Skills what the (a) average time taken to answer a call, (b) average waiting time for a member of the public during a call, (c) percentage of calls dropped or not answered and (d) average length of a call was in call centres run by the Student Loans Company in the latest period for which figures are available. [323953]

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The following information has been provided by the Student Loans Company (SLC) and relates to all inbound traffic to SLC's centres in Darlington, Glasgow and Wales, relating to calls from all customers about applications for loans, grants and other products administered on behalf of England, Wales and Northern Ireland and about repayment of loans by customers from all domiciles.

(a) The average time taken to answer a call (including interactive voice responses) and (b) the average waiting time for a member of the public during a call to the Student Loans Company in the latest period for which figures are available is set out in table 1.

Table 1

Average time

2009

April

03:01

May

02:40

June

01:57

July

02:38

August

03:07

September

05:13

October

02:15

November

01:59

December

02:21

2010

January

02:04

February

00:44

March

01:00

(c) The percentage of calls abandoned or not answered is set out in table 2.

Table 2

Percentage

2009

April

23.2

May

23.4

June

24.5

July

28.3

August

71.1

September

85.4

October

33.0

November

15.4

December 2009

15.0

2010

January

19.1

February

4.8

March

5.1

(d) The average length of a call in call centres run by the Student Loans Company in the latest period is set out in table 3.

Table 3

Average length of call

2009

April

07:03

May

06:51

June

06:08

July

06:02

August

06:26

September

07:10

October

06:49

November

06:51

December

06:29

2010

January

06:09

February

05:40

March

05:37