DWP Contact Centre telephony training

The request was partially successful.

Dear Department for Work and Pensions,

I would like to receive all telephony training material for DWP Contact Centre employees. This includes instructions on how to deal with chatty customers, angry customers, etc.

Yours faithfully,

John Howe

DWP freedom-of-information-requests, Department for Work and Pensions

This is an automated confirmation that your request for information has
been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant
information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally
expect a response within 20 working days.
 
Email FOI responses will be issued from [1][email address]
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk mail.  
 
Should you have any further queries in connection with this request do
please contact us.
 
[2]http://www.gov.uk/dwp
 
 

show quoted sections

References

Visible links
1. mailto:[email address]
2. http://www.gov.uk/dwp

no-reply@dwp.ecase.co.uk on behalf of DWP HR PQ & FOI Focal Point, Department for Work and Pensions

1 Attachment

Dear Mr Howe,

I am writing in response to your request for information, received 9 July.

Yours sincerely,

DWP Central FoI Team

Dear [email address] on behalf of DWP HR PQ & FOI Focal Point,

Thank you for your response.

I would like to get all telephony instructions for DWP Contact Centre employees about how to cope with chatty customers or angry customers. Specifically for the Universal Credit and Jobseeker's Allowance benefits.

Thanks.

Yours sincerely,

John Howe

no-reply@dwp.ecase.co.uk on behalf of Operations FOI Team, Department for Work and Pensions

2 Attachments

Dear Mr Howe,

I am writing in response to your request for information, received 6th
August.

Yours sincerely,

DWP Central FoI Team