Call Centres - Why HMRC should steer clear
By Simon Sweetman
Yesterday I phoned a call centre. No, not HMRC, but a private sector organisation. I should have known better. I was routed from Ireland to India and dealt with somebody who did not understand my query. I was then routed to someone who did understand but who then fobbed me off. Nothing unexpected about that.
But it set me wondering why HMRC is moving inexorably to larger and larger call centres as its favoured way of dealing with what it calls customers.