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Jobcentre Plus currently has 31 contact centres offering telephony services to our customers.
The following table provides information on:
the number of calls offered and answered by Jobcentre Plus contact centres for the past 24 months.
the number of 'abandoned' calls each month for the past 24 months. This is the number of callers who hang up (terminate the call) whilst waiting in the queue for their call to be answered.
average speed of answer times. This is the average length of time it takes for a call to be answered.
Jobcentre Plus contact centres have only been able to collate information on speed of answer times centrally since July 2008, following the introduction of a new telephony platform which enabled this information to be recorded.
I hope this information is helpful.
Chris Grayling: To ask the Secretary of State for Work and Pensions pursuant to the answer of 6 February 2008, Official Report, column 1233W, on jobseeker's allowance, how many of those jobseekers allowance claimants aged 25 years or over who terminated their claim more than 17 months but less than 18 months since their initial claim, moved onto (a) incapacity benefit and (b) income support within (i) one week, (ii) one month, (iii) three months, (iv) six months and (v) one year of such termination. 
Kitty Ussher: The following answer was provided to the hon. Member on 17 September 2008, however, due to a departmental procedural error it was not published in the Official Report. The answer is as follows:
|Number of jobseeker's allowance terminations aged 25 or over, who terminate their claim between 17 and 18 months, then flow on to incapacity benefit/severe disablement allowance|
|Quarter ending||Number of jobseeker's allowance terminations||Flowed on to incapacity benefit/severe disablement allowance|
|All||Within 1 week||More than a week but less than l month||More than a month but less than 3 months||More than 3 months but less than 6 months||More than 6 months but less than a year||More than l year|
1. Figures have been rounded to the nearest 100. Totals may not sum due to rounding.
2. Data commence in 2005 to ensure capture of information on people flowing on to incapacity benefit/severe disablement allowance up to 12 months after the termination of their claim.
3. Figures for the latest quarter do not include any late notifications and are subject to major changes in future quarters. Figures for previous quarters may also be subject to revisions in future quarters.
DWP Information Directorate 5 per cent. sample and 5 per cent. terminations dataset
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