13 December 2002
Among those with problems, 1.4 million of the 1.6 million people who rang the Child Benefit Centre in September met an engaged tone. The NAO recommends better deployment of staff and the use of computer software to forecast the volume of calls.
Edward Leigh, chair of the Commons' Public Accounts Committee, said: 'It is lamentable that only 14% of call centres advertise their numbers in telephone directories. Where do government departments think we look to find a telephone number?'
The government runs 133 call centres, compared with 13 in 1989, employing 15,000 staff, to offer advice from flood warnings to help with applying for passports.
But although 83% of customers were satisfied, according to the NAO, the centres cost more than £350m a year. Equality Direct is the most expensive, offering advice at £27.50 a minute per call, compared with the industry standard of 40p-60p.
PFdec2002
