HMRC introduces new phone answering system

AccountingWEB members have expressed concern about HMRC's new machine call answering system, which they say is making it more difficult to get their queries dealt with.

The Revenue recently introduced new voice-recognition technology on some helplines, which replaces the old 'push-button' method. Callers now have to state their query to an 'intelligent' menu system, rather than pushing a button to get to the next stage.

It said that the system was "fully tested" before its introduction in the UK and works for the majority of callers. 

But: "We are aware that a small number of callers are sometimes being incorrectly...

Continued...

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Comments
TaxTeddy's picture

Dial 'M' for Murder.......

TaxTeddy | | Permalink

....... is how the new system left me feeling.
 

when i read the headline    2 thanks

justsotax | | Permalink

i thought it meant they had started to acually answer the phone (ask anybody who does not have an agent acting and has to go via the 'cattle class' phone line.)

In the words of the song "things can only get ....." worse

the_Poacher | | Permalink

More front line cuts, more do it yourself online, more E mandation, fewer local offices, more red tape and complex rules and accountants have to pick up most of the flak. Is there nothing this CONDEM government won't do?

New Service

Myshkin | | Permalink

Had experience of this already.  100% hopeless - do you really believe they tested it before they deployed it?  Just went round in circles for a while then got through to the wrong department who "would put me through to the right department" but actually put me back to their "intelligent" system which had me going round in circles again.  

 

I didn't think things could get worse with HMRC but oh boy it has.  Good tip to not say anything though.

itp3asso's picture

INTELLIGENT(SIC!!!!) HMRC PHONE ANSWER ANDROID    2 thanks

itp3asso | | Permalink

the devinitive modus operandi

GROWL AS LOUDLY AND UNINTELLIGIBLY AS YOU CAN PREFERABLY WHILST ON SPEAKERPHONE .

THE ANDROID WILL THEN SAY

I M HAVING TROUBLE UNDERSTANDING PRECISELY WHAT YOU REQUIRE ... I LL PUT YOU THROUGH TO SOMEONE

AND LO A PERSON WHO IS ALIVE AND BEARS A NOT DISSIMILAR RESEMBLANCE TO A HUMAN BEING THEN COMES ON THE LINE TO WHOM YOU CAN EXPLAIN MATTERS ... BELLE CHOSE N EST PAS ???

miketombs's picture

We try to help...    4 thanks

miketombs | | Permalink

If HMRC had agent dedicated lines for all the taxes instead of justself-assessment that would drastically improve their overall call response times. We know the questions to ask and have the information they require to hand so things can be resolved quickly, but when I'm forced to use the public lines even without their 'intelligent' downgrades, I'm forced to listen to reams of 'tips' about where to find the informaton I might be looking for on their website. Like all of us on this forum, if I phone it's because I need to speak to a human being. The result is their lines are tied up for ages before we even get to speak to someone - the winners are the phone companies.

nigelburge's picture

It brings to mind...........

nigelburge | | Permalink

.............. the sketch about two Glaswegians in a voice controlled lift.

(without the humour of course)

One wonders if this was ever tested on.......... on whom???????????????/

HMRC introduces new phone answering system

Patricia McCartney | | Permalink

This new system is supposed to have been tested.  On whom??????????

I have had the pleasure(?) of using it twice and took the approach of using a simple 2 word or 3 word phrase that describes the tax the I wish to discuss i.e. tax credits or machine games duty.  My diction is pretty good but on both occasions the Android could not understand my request and suggested that I use a phrase that was about 10 words long.  Repeating the words over and over in a more precise manner made me feel that I was conducting some sort of elocution lesson.  The Android couldn't understand me at all.

I do wonder how much money was spent on this system............

 

How does this pass disability access laws?

ringi | | Permalink

E.g. what if someone phones it up that has CP?