call centre

NAO: HMRC still failing on customer service

HMRC's customer service is "poor value for money" , according to an NAO report that estimated delays in answering calls were costing taxpayers around £136m a year.

HMRC publishes call centre stats

HMRC has published its call centre statistics for the first time in a bid to increase

HMRC commits to call centre investment

HMRC chief executive Lin Homer has announced the recruitment of up

Simon Sweetman on fiscal fear

I know a lady – a former colleague in fact – who worries incessantly about her tax affairs and phones me up about income tax or inheritance tax, neither of which is going to cause real problems

HMRC officers stage ‘lightning strike’

Around 20,000 HMRC call centre staff and enquiry officers have held a half-hour walkout this morning over

PCS ‘absolutely confident’ over HMRC strike

The Public and Commercial Services (PCS) union has said it is confident that its members at HMRC will vote to take strike action on 30 November in protest over a potential “privatisati

Suggest HMRC call centres use Automated Reponse system for collecting REAL stats

I think if HMRC wants useful feedback and stats on its call centres, it should use an Automated Response system at the end of each call ...