Written Question·Department for Work and Pensions·UIN 38762
Department for Work and Pensions: Telephone Services
Tabled: 17 March 2025
Answered: 25 March 2025
Question
Dan Aldridge
Labour — Weston-super-Mare
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to (a) reduce waiting times on her Department's helplines and (b) prevent calls from being cut off after long waiting periods.
Answer
Andrew Western(a) Reduce waiting times on Department's helplinesDWP reviews forecasted telephony demand and plans resourcing accordingly to keep wait times down. Wait time performance is frequently reviewed and where DWP’s telephony is delivered by an outsourced provid...
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