HMRC slips up over contact centre service

Kashflow logo
3

HMRC has apologised to callers who were unable to get through to its contact centres due to the “extremely high levels of calls” in the days following the Easter weekend.

HMRC said that getting through to its contact centres quickly and with the minimum of delay is “central to the quality of service to which we are committed” and is aware that over the last few days the steady improvement in contact centre service since 2010 has slipped.

According to the Revenue the surge in traffic came about after taxpayers responded to HMRC’s invitation to query the need to complete a Self Assessment tax return.

Please Login or Register to read the full article

The full article is available to registered AccountingWEB.co.uk members only. To read the rest of this article you’ll need to login or register. Registration is FREE and allows you to view all content, ask questions, comment and much more.

Robert Lovell
Managing Editor
AccountingWEB.co.uk
Share this content

Replies

Please login or register to join the discussion.

avatar
20th Apr 2012 13:50

best it could

its about time managers & trainers worked at the coalface of HMRC,

TO SEE WHAT ITS REALLY LIKE!

and how limited they are in the resources they can access

maybe it will teach them a thing or too about customer service and tought to use ordinary english and not faddy "strategy speak"

Thanks (0)
avatar
20th Apr 2012 13:54

"spokesperson"

maybe the hmrc spokesperson should try calling the relevant helpline and clearing all the security questions and explaining their IT issue?

Thanks (0)
avatar
By esimps
29th May 2012 14:22

It's nothing but the same old story with HMRC, nothing changes there then.

Emma // cheap accountant

Thanks (0)