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Departmental Telephone Services

Volume 499: debated on Wednesday 11 November 2009

To ask the Chancellor of the Exchequer what the (a) average time 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 HM Revenue and Customs in the latest period for which figures are available. (299463)

The latest period for which figures are available is October 2009. During this period, in HM Revenue and Customs’ centrally managed network of contact centres, the:

(a) average time to answer a call was 37 seconds;

(b) average waiting time for a member of the public during a call, that is the time spent on-hold during their conversation, was 15 seconds;

(c) percentage of calls not answered was 5.7 per cent. of the total call attempts, as measured by the number of engaged tones and busy messages that were played; and

(d) average time to handle a call (including any additional time taken by the adviser to carry out work related to call after it has ended) was six minutes four seconds.