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Jobcentre Plus

Answer

The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 20 December 2005:"The Secretary of State has asked me to reply to your question concerning how many and what percentage of telephone calls were offered, answered, engaged, and given up in each Jobcentre Plus contact centre in each month from January 2005 and November 2005. This is something, which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""I have arranged to place in the House of Commons Library details of calls offered and answered at each Contact Centre for both Jobseeker Direct and First Contact for benefit claims. I have included abandoned calls as we assume that this is what is meant by calls ‘given up'. When customers call a contact centre and there is no agent free they are placed in a queue rather than hear an engaged tone, so no callers would hear an engaged tone.""Our aim is to answer 90% of all calls. The latest figures available for November show we answered 92.4% of all calls.""Finally, in my reply to your earlier question on this subject (PQ 32512—appearing in Hansard on the 7 December) there were two slight inaccuracies in the figures provided. The information I have placed in the Library now contains the correct figures. I apologise for this oversight."

Secondary information

Type

Written question

Reference

34170; 440 c2868W

Session

2005-06

Subjects

Applications Jobcentres Jobcentre Plus Social security benefits Standards Telephone services Telephones

Contains statistics

Yes

Link

View this Written question on www.publications.parliament.uk