Call centre

Tender description

Delivery of contact centre telephony services taking calls for customers wishing to make a new claim for Personal Independence Payment (PIP) and for customers wishing to make a new claim who are currently paid Disability Living Allowance. Delivery of contact centre telephony services taking calls for customers wishing to make a new claim for Personal Independence Payment (PIP) and for customers wishing to make a new claim who are currently paid Disability Living Allowance. Current expectations are that the PIP new claim service will run through to February 2020 with the PIP re-assessment service line being required to the end of October 2018. DWP anticipate that call volumes during the contract period will be: PIP new claim service line 1 214 000 calls. PIP re-assessment service line 968 400 calls.