Request ID: FOI-1123-2122 Date published: 09 September 2021
You asked
Hello,
I am waiting over ten minutes in a call queue to speak to the helpdesk for Zip photo cards (via 0343 222 1234), as your website to apply for a Zip card is not working.
The automated message in the call queue says that you are experiencing unusually high call volumes.
Please would you send me information to demonstrate that the mid-morning weekday call volumes on that telephone helpline are in fact higher than they were in August 2019 and August 2020
Thank you
We answered
TfL Ref: 1123 - 2122
Thank you for your request received by Transport for London (TfL) on 25 August 2021 asking for information about our call centre helpline call volumes. Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold the information you require.
The data on call volumes that you asked for is below:
Calls offered on 23/08/2021 are 3796 Calls offered on 23/08/2020 are 639 Calls offered on 23/08/2019 are 2640
However the 23rd August did not fall on the same weekday in the years we are comparing, so comparable days (Monday) are as followed:
Calls offered on 24/08/2020 are 2315 Calls offered on 26/08/2019 are 3048
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely
Sara Thomas FOI Case Management Team General Counsel Transport for London
