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.
2006
2007
October
November
December
January
February
March
Calls offered
1,486,560
1,698,307
837,978
1,627,416
1,527,087
1,710,681
Calls answered
1,416,797
1,637,997
815,543
1,553,087
1,454,007
1,647,370
Percentage of calls answered
95.3
96.4
97.3
95.4
95.2
96.3
Calls abandoned
69,763
60,310
22,435
74,329
73,080
63,311
24 Nov 2008 : Column 995W
24 Nov 2008 : Column 996W
2007
April
May
June
July
August
September
Calls offered
1,267,502
1,490,654
1,381,732
1,486,522
1,770,187
1,460,400
Calls answered
1,191,101
1,429,822
1,300,032
1,350,761
1,622,580
1,362,994
Percentage of calls answered
94
95.9
94.1
90.9
91.7
93.3
Calls abandoned
76,401
60,832
81,700
135,761
147,607
97,406
2007
2008
October
November
December
January
February
March
Calls offered
1,348,901
1,618,436
851,229
1,987,101
1,441,739
1,340,837
Calls answered
1,285,827
1,516,795
797,772
1,862,192
1,374,644
1,118,666
Percentage of calls answered
95.3
93.7
93.7
93.7
95.3
83.4
Calls abandoned
63,074
101,641
53,457
124,909
67,095
222,171
2008
April
May
June
July
August
September
Calls offered
1,373,527
1,599,042
1,558,995
1,881,447
1,392,754
1,514,106
Calls answered
1,258,862
1,482,936
1,195,905
1,622,186
1,304,201
1,360,135
Percentage of calls answered
91.7
92.7
76.7
86.2
93.6
89.8
Calls abandoned
114,665
116,106
363,090
259,261
88,553
153,971
Average speed of answer
n/a
n/a
n/a
1 minute 30 seconds
1 minute 17 seconds
1 minute 45 seconds
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.
Jobseeker’s Allowance
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. [221725]
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:
The available information is in the following tables.
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
2005
August
1,700
400
200
100
0
0
0
100
November
1,200
400
200
0
0
0
100
0
2006
February
1,000
300
200
0
0
0
0
n/a
May
1,700
500
300
0
100
0
100
n/a
August
1,800
500
300
0
0
100
100
n/a
November
1,900
300
200
0
0
0
0
n/a
2007
February
1,800
300
200
100
0
0
n/a
n/a
May
2,000
400
300
0
0
n/a
n/a
n/a
August
2,000
200
200
0
n/a
n/a
n/a
n/a
24 Nov 2008 : Column 997W
24 Nov 2008 : Column 998W
Notes:
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. Source:
DWP Information Directorate 5 per cent. sample and 5 per cent. terminations dataset
