Mid-Scotland and Fife MSP Murdo Fraser believes that the Scottish Government should look to increase the number of call handling staff at SAAS headquarters during crisis periods.
A Parliamentary Question answer from the education Minister Michael Russell in September detailed both the number of calls and the average waiting time for enquiries to SAAS.
During August peak times the average call handler has 132 calls to deal with in a single day. In August the contact centre received over 103,000 calls. With an average call time of 10 minutes and 52 seconds, operators would need to work 23 hours a day to service these enquiries with no queues or waiting times.
Commenting Murdo Fraser MSP said;
“SAAS are doing a very difficult job under intense pressure, but their resources are clearly stretched too far.
“Statistics revealed in September showed the average waiting time for calls between April and August measured 13 minutes and 24 seconds. However, waiting times in August and peak times are far longer.
“With over 6,000 students still without funding for vital living expenses, the whole processing system must be scrutinised.
“Students suffering funding gaps in previous years would often take part time jobs to bridge the gap. However, due to the current economic situation student jobs are proving difficult to find.
“Students are resorting to overdrafts and family loans to pay for food and other vital necessities. The Scottish Government must look to increase staff numbers at SAAS to prevent a similar situation emerging next year.”