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<p>Universal Credit is a 24 hour, seven day a week, digital service that allows claimants
to manage their own data and account online at a time which is convenient for them.
Via their account claimants can check their Universal Credit benefit payments, notify
us of changes and record notes via an online journal facility. In addition, established
claimants who call the Freephone Universal Credit helpline are connected directly
to the person or team who are dealing with the case.</p><p> </p><p>The average call
duration for a person calling the Universal Credit Full Service helpline in each of
the last three months was:</p><p> </p><table><tbody><tr><td><p><strong>Month</strong></p></td><td><p><strong>Average
Call Time (minutes)</strong></p></td></tr><tr><td><p>December 2018</p></td><td><p>6.15</p></td></tr><tr><td><p>January
2019</p></td><td><p>6.01</p></td></tr><tr><td><p>February 2019</p></td><td><p>6.01</p></td></tr></tbody></table><p>
</p><p>The average call duration for a person calling the Universal Credit Full Service
helpline in 2018 was 6 minutes 16 seconds</p><p> </p><p>The Average Call Time (ACT)
measure is the average time between a customer being connected to an agent and the
call ending.</p><p> </p><p><strong>Notes:</strong></p><p> </p><p>Data Source: BT -
OPMIS and Historical Management Information (GI2 – HMI)</p><p> </p><p>Outsourced partner
data is included.</p><p> </p><p>The data supplied is derived from unpublished management
information, which was collected for internal Departmental use only and has not been
quality assured to National Statistics or Official Statistics publication standard.
The data should therefore be treated with caution.</p>
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