Source · Select Committees · Public Accounts Committee
Recommendation 17
17
The number of calls each day to Edenred’s telephone helpline increased rapidly, from 727 on...
Conclusion
The number of calls each day to Edenred’s telephone helpline increased rapidly, from 727 on 1 April 2020 to 3,940 on 14 April 2020. In the early weeks of the scheme, in April 2020, Edenred called on staff from other parts of its business to help handle the volume of calls it was receiving, and it did not bring in an outsourced contact centre until 11 May 2020.30 Edenred told us that, if it were to go back to the start of the scheme, it would have put more resources into handling incoming calls and enquiries.31