To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential merits of introducing a call back system when individuals have spent a significant period of time waiting on hold with her Department's helplines.
Answered on
16 November 2020
DWP has considered the merits of a call-back service for customers. We concluded that it would not support the current operating models of the department. DWP moved all telephony services for customers to a free phone operation nearly three years ago and therefore any delay in answering calls will not be at the expense of customers.
Answered by
Department for Work and Pensions
Named day
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