DWP Contact Centre telephony training

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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

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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