DWP Case Study

Pensions Credit Application Line

What do we do?

Ventura partnered the Department for Work and Pensions to launch the new Pension Credit Application Line in 2003.

What services do we provide?

From one of our large scale contact centres in the UK a national shared management team delivers the following customer management services:

Customer management

Handling incoming customer services calls including:
Customers making an application for Pension Credit, sifting nugatory claims before handing off into Pension Centres
Handling customer queries regarding non receipt of benefit
Customers checking eligibility for Winter Fuel payment
- Outbound call handling
- Outbound calls to customers not already in receipt of Pension Credit to encourage take up and build Pension Credit caseload
- Arranging home visits as a result of an inbound call to support those vulnerable customers that are best supported in a face to face interview

What are the benefits?

Since its launch, the Pension Credit Application Line has seen some significant benefits:

24% increase in answered calls
15% uplift in successful applications
4% improvement in applications processed
The average handling time reduced from by over 200% from 42 to 8 minutes
Successful transfer of skills and service management back to the Pension Centres

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