Frank Field: To ask the Secretary of State for Work and
Pensions, how many calls have been made to the Universal Credit 03456000723
number to date; what the average duration is of such calls; what the average
cost is of each call; and how much revenue in total has been generated by these
calls.
Priti Patel: To date, 2.2million calls have been answered
by Universal Credit agents. The average call duration is 07:29 minutes. This information
includes calls to the 0345 number and to the 0845 number it replaced. Calls to
0345 numbers are charged to the customer at the same rate as a call to a
standard local or national geographic number. The cost is dependent on the
customer’s tariff and will be taken from inclusive bundled call minutes where
applicable. Information about call charges are available at the following
link https://www.gov.uk/call-charges. The Department generates no revenue from
these calls and is unable to comment on revenue generated by other parties.
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