When the HMRC SA Agents Dedicated Line was created it was answered in seconds by a human (yes they do work in HMRC) - no automated menu, no recorded messages. They HMRC started playing a recorded message about "quality and training etc". Then agents had to press 1 to confirm they were an agent. The phone would still be answered within a couple of rings after the messages - but not any more. For the last month I've noticed the ADL is taking longer and longer to be answered. 12 minutes today. When it was answered I asked whether HMRC had changed the priority of the ADL. I was told there has been no changes, it is simply the volume of calls. Given that HMRC are wanting to get rid of agents when MTD arrives I am suspicious that they've already started and have downgraded the ADL. Anyone know whether this is the case?
15th Sep 2016
Why is HMRC's SA ADL taking so long to be answered?
Why is HMRC's SA ADL taking so long to be answered
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