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A third of HMRC callers waiting 10 minutes

10th Sep 2014
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Over a third of callers to HMRC helplines are waiting 10 or more minutes for their call to be answered, according to the latest HMRC Contact Centres survey report

Overall, the median waiting time is around four minutes. But the number of callers waiting 10 minutes or more increased on last year to 35% of the total. 

The two best helplines in all areas - including answer time, level of adviser knowledge, etc - were the child benefit and national insurance lines.

In addition, Business tax helplines were quicker than average to get through to than the others. 

Overall, HMRC said there wasn't a significant change between this year's and last year's figures. Over 80% of callers rated their experience as very or fairly good this year, with two-fifths of callers finding it 'better than expected'. The worst were reported to be the VAT and VAT online helplines, which achieved a satisfactory rating of 72% this year compared to 86% last year according to the results based on calls from April 2013 to March 2014. 

HMRC call answering times 2010-14However a look back at the crucial call waiting times since the survey began in 2010-11 suggests that the department is struggling to keep up with the tide of telephone enquiries. The percentage of calls answered within 3mins dropped from 49% in 2010-11 to 35% in 2013-14, while 4min+ waiting times rose from 47% to 60% in the same period (see right).

When they did get through to an adviser 83% of respondents said the amount of times they spoke to an adviser about their issue was acceptable, and 94% thought an adviser had treated them well. 

Even though most had a good overall experience, two-thirds of callers felt improvements were needed. These included: 

  • Improve time taken to get through (32%)
  • Have more knowledgeable staff (14%) 
  • Have the automated messages removed (10%).

Despite being quicker than average to get through to, the business tax helplines this year callers surveyed were "significantly less likely" to rate their experience positively compared to last year. 

Most callers only needed to speak to HMRC once about their issue. But for those who needed to call back gave a number of reasons, including the complexity of their issue or situation, callers not having the required information, and a lack of response from the Revenue.

And while most callers found the number of times they spoke with an adviser acceptable, HMRC said the number of people who had to make multiple calls because of a mistake by the Revenue unacceptable. 

Based on the results, HMRC identified key areas for improvement, including "focusing on the reducing the number of mistakes" and getting things right first time, which should improve overall satisfaction levels.

The survey was brought in four years ago in response to criticisms from politicians and the accounting profession about service levels and call handling response times and quality. In 2012, HMRC stalled its continuing programme of cutbacks to recruit an extra 1,000 call centre staff. It was a welcome move, but one that has not so far appeared to improve its performance.

Baker Tilly tax partner Andrew Hubbard, said it will be interesting to see how future statistics will reflect the shift toward HMRC's 'digital agenda'.

"My first thought is to remind myself of the scale of this. It's 73m calls a year. One of the reason for driving the Revenue's digital agenda is that they very much hope that a lot of the stuff that's currently done through call centres will be done over time online. I think that will be part of the Revenue use this sort of information," he said. 

But on the statistics themselves, Hubbard said there was no dramatic conclusions. 

"There are some positives - the satisfaction level is high, and a lot of people are reporting that it was a better experience than they thought it was going to be. I suppose this is partly because publicity around this was so bad that some people are delighted to get through at all. 

What do you think of HMRC call centres? Are the statistics representative of your experience?

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Replies (45)

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By Kazmc
10th Sep 2014 11:46

Really?

So who are HMRC polling to get these results?

Improve time taken to get through (32%)Have more knowledgeable staff (14%) Have the automated messages removed (10%).

These %'s are a joke, they would all be at least 99%, or did they not include the Employer Helpline in the stats?!!

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By bbsltd
10th Sep 2014 12:11

Lies and statistics

Median time is 4minutes who uses median unless the average is not to their liking.

Actually says in the report "call waiting time was on average 4 minutes (median)"

So 5 waiting times of 1 2 4 11 45 has a median of 4 and an average of 12.6 ?

 

Funnily enough when I've had the several 45minute waits or the 30 min one where they transferred me to a dead line , I didn't have a survey at the end.

 

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By bbsltd
10th Sep 2014 12:18

Here are the option in the questionairre ....that where 4 minutes comes from!

 

I was put straight throughLess than one minuteTwo to three minutesFour to five minutesFive to nine minutesTen to nineteen minutesTwenty minutes or more

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By Gail Purvis
10th Sep 2014 12:18

Great people, awful robot

When you get through to a human, they are greatly helpful. But oh lord save us from the automated robot dementia!!

 

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PJ
By paulgrca.net
10th Sep 2014 13:10

Does anybody

in our industry actually believe these figures!

Just looked at the survey results

Call waiting times a massive 35% wait longer than 10 mins and at least half of those 20 mins or longer - outrageous!

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By ireallyshouldknowthisbut
10th Sep 2014 14:22

.

Why do they need to survey, surely the phone system should be collecting this data real time so as to measure the basic call center metrics?

Dont tell me HMRC are running these massive call centers with zero metrics. 

 

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By johnjenkins
10th Sep 2014 15:54

Have you

 come across the unobtainable. When the person works part time and they log off, their phone suddenly becomes unobtainable so nobody else has to answer it. Cool

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Replying to Vile Nortin Naipaan:
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By chatman
12th Sep 2014 12:22

HMRC staff logging off so phone is never answered

johnjenkins wrote:

 come across the unobtainable. When the person works part time and they log off, their phone suddenly becomes unobtainable so nobody else has to answer it. Cool

I've had that, except it doesn't become unobtainable, it just rings and rings and rings. You don't know, at the time, that no-one is ever going to answer it, so you just keep on holding and wasting your time until you can't cope any longer.

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By stratty
10th Sep 2014 16:54

Agent Lines

The industry needs more agent priority lines and not just the general phone group.

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Jennifer Adams
By Jennifer Adams
10th Sep 2014 18:59

This is the reason for my blog...

Waiting an hour on an agent dedicated phone line was 'The Final Straw'' for me - so I started a blog on this very subject. (see link here....www.accountingweb.co.uk/blog/final-straw)

I've even purchased one of those phones that hang round your neck so I can get on with other work whilst waiting.

As Kasmc says - where do they get these poll results from... at a Working Together group meeting I moaned about this to the HMRC rep and you can guess the response. Our moans are passed on apparently.

Its not the 'number of agent priority lines' that are needed but operators permitted to answer agents calls. At WT we have been told that it works just as any other call centre. If an agent is on the phone it comes up on the screen in red (!) and only those who are qualified answer.

A tip.... dont phone any later than 1/2 hour before HMRC close down (8pm) - they wont take the call as they have worked out that a call takes on average 1/2 hour so that should the operator take a call after say 7.30pm then they probably wont be off the line until after shut down.

>>> I got that from the WT HMRC rep after I moaned that I purposely rang at 7.30pm one day hoping I'd get through in minutes rather than hours and I went all through the intro blurb and was then cut off.

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Replying to leshoward:
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By slipdigby
11th Sep 2014 21:04

HMRC Helplines

I am trying to sort a significant tax demand of my own that has been issued via an incorrect car benefit on HMRC P800 tax calculation.  I have found that the only time you do get past the robot is at approx 7.30 and guess what?  That's right you're left hanging on the telephone until approx 8.03pm when somebody at HMRC pulls the plug and you get cut-off!   I have also written but the expected response time is two weeks after the tax is due so no doubt debt management will be after me at some point.  The payment demand received after the P800 says contact us if the demand is incorrect and gives you the helpdesk number that you can't get through to in the first place.   It's absolute madness!!!

 

 

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By Astral
11th Sep 2014 12:17

ADL

I rang the agent line a couple of weeks ago to discuss some code changes. The person I spoke to insisted on checking everything to the guidance, and told me this was standard procedure. I'm pretty sure it can't be but it did mean I was on the phone for 20 mins simply to get a code changed so it bore some resemblance to the submitted tax return. 

And when it was done it was STILL wrong

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Replying to Duggimon:
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By John MacDonald
12th Sep 2014 16:04

ADL

Astral wrote:

I rang the agent line a couple of weeks ago to discuss some code changes. The person I spoke to insisted on checking everything to the guidance, and told me this was standard procedure. I'm pretty sure it can't be but it did mean I was on the phone for 20 mins simply to get a code changed so it bore some resemblance to the submitted tax return. 

And when it was done it was STILL wrong

According to the PCS Union website (www.pcs.org.uk > PCS where I work > HMRC) the staff are being advised by their trades union to carry out everything to the LETTER, not the spirit, of the guidance.
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By michaelblake
11th Sep 2014 15:39

Be fair

But to be fair to HMRC they do not believe that they can do any better than this, or are likely to be able tofor some years to come. In their Business Plan 2014 to 2016 in Annexe A Measuring Success  they note the following

Para 4.2 Improve the service we give to customers - In the tax year 2014 to 2015 we plan to work towards our aspiration of handling 90% of calls across all of our helplines, achieving a consistent level of at least 80% in 2014 to 2015, and 

By March 2015 75.8% of our customers will find it straightforward to deal with us, and at 

Para 4.4 What this means for our people

We plan to increase the percentage of our staff who feel they have the skills required to do their job to 85% in 2014 to 2015 and 91% in 2015 to 2016.

Clearly those "customers" out there who are experiencing a bumpy "customer journey" are either in the (aspirational) 20% or more of calls that are not "handled" or the 24.2% who do not find it straightforward "to deal with HMRC" or perhaps have had their issue handled (or not) by one of the 15% or more staff who do not feel they have "the skills required to do their job"   

 

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By Paul D Utherone
12th Sep 2014 12:21

The rest ...

wait even longer and/or get automatically cut off after 20 minutes of that REALLY annoying jazz, and being told their call is important.

My son tried three times to get his code sorted. Every call took over 20 minutes and every call ended with a rubbish answer. It took three more subsequent attempts with my intervention to get to an assistant who understood and dealt with matters as requested (and as I had coached him to ask for when he was trying to sort it himself).

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Replying to atleastisoundknowledgable...:
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By tracey2412
12th Sep 2014 17:18

Yup - same problem - 16 year old son has 2 jobs - one with  me (filing, shredding) and then got a summer job with a client of mine (who I do the payroll for). I called Employers Helpline - can't recall the wait time - to be told they had to speak to him to split his tax code.

We tried 3x on different days to get through to HMRC with waits of 30-40 mins before we hung up, finally getting through on 3rd attempt. They asked him lots of questions - which he had to ask me the answer to - and then he 'authorised' them to talk to me. Two mins, job done! Such a complete waste of time & effort - why can't we do these things online?

Am seriously thinking of getting him to do a 64-8 .

Re: the headline -I'd be HAPPY to wait for 10 mins!

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By camerondenny
12th Sep 2014 12:30

I must be unlucky because every time I have had to any HMRC helpline I have had to wait in excess of 10 minutes.

Perhaps its because I live in Surrey?

When I do get through the person I talk to normally deals with my queries quickly and expertly.

The issue with the HMRC is not frontline staff but useless management. Didn't the Head of HMRC say to a Select Committee it was OK for customers to wait long periods to be dealt with.

I always feel so honoured to deal with the HMRC!!!!   

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By David Gordon FCCA
12th Sep 2014 12:44

Long Live the Socialist Soviet Republic of HMRC

 

 Does this include the time spent listening to the smarmy voice telling how lovely HMRC's website is, the times they tell you that they cannot deal with this matter, and the times they tell you that you need to contact another line?

 It is bullshit.

 The thing is if Joe Public telephones in once in a couple of years, he is likely to take a more relaxed view.

 When we have to call in half-a-dozen times per week, it becomes real money cost.

 I repeat, ad nauseam, if the profession as a whole will not bang the table about this, because the professional bodies wish to maintain  "Friendly working relations" with HMRC what do you expect?

 

 

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Replying to Tim Vane:
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By Kazmc
12th Sep 2014 12:50

So True

David Gordon FCCA wrote:

It is bullshit.

I repeat, ad nauseam, if the profession as a whole will not bang the table about this, because the professional bodies wish to maintain  "Friendly working relations" with HMRC what do you expect?

 

 

Two very true statements

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By Liz M Falconer
12th Sep 2014 13:02

Statistics and damned lies

I do not believe these figures. I have never waited less than 20 minutes . Last week on the third consecutive evening I was finally answered in 40 minutes.. My letter to have a reclaim of tax (because I am no longer eligible for self assessment because I claim refunds) was processed after 8 weeks , I am trying to get the supporting calculation sheet as I know the figure is wrong and it has now been requested twice but still not received so I cannot challenge the amount refunded. I have given up on phone calls and now just send letters.

 

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By hjmbs
12th Sep 2014 13:04

HMRC call centres

The new automated call answering service which features a bossy robotic woman's voice is most irritating.

Last time I tried to telephone HMRC, I waited half an hour before giving up.

The only positive side is that most of the tax information and facilities to apply for HMRC authorisation and Gateway access are now online.

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By DMGbus
12th Sep 2014 13:10

SA302 wait

Thursday 11 Sept 2014 - on hold from 1621hrs to 1650hrs then gave up (21 minutes)

Friday 12 Sept 2014 - initially on hold 0911hrs to 0918hrs = 7 minutes

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By Arbitrary
12th Sep 2014 13:13

HMRC phone wait times

There are obvious statistical nonsenses in the recorded wait times. A) The lines tell you there is a 20 minute wait time and so you put the phone down or alternatively you just give up 10 minutes in as you don't know how long you have to wait. B) Quite often the phone line crashes while you are waiting. C) The system sometimes tells you to call later. All these distort the recorded waiting time figures.  It seems unlikely that HMRC adjusts for them in its statistics.

The electronic questions, which are frequently impossible to reply to effectively, use up a fair amount of time, or is that not waiting time?

The Employers help line is of course a disgrace. We as agents often get special access to telephone answering but not regarding employers PAYE.

I agree that HMRC staff are helpful and polite when you can get hold of them.

 

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By David Gordon FCCA
12th Sep 2014 13:36

The Soviet part is this:

 

Our world is divided into Active and Passive taxpayers.

The Active taxpayers are, broadly speaking, those with UTRs (I include corporate taxpayers)

The Passive taxpayers are the majority whose tax affairs are automatically dealt with by third parties, so they do not require UTRs. This includes 90% of PAYE persons.

 When as in this matter HMRC produce their Soviet-truth style statistics, they include all taxpayers.

 If HMRC were averagely honest,  and so distinguished between the experiences of the two broad categories of taxpayers (Cut out the nonsense about customers)    we might get something approaching objective truth.

 Is it unfair to make a subjective guess based on my personal experience, that the quoted 10%-20% unsatisfactory calls would on the above basis be equivalent to 20%-30% of active taxpayers?

As the philosopher said, "There are lies, damned lies, and statistics". To which may be added a fourth category of HMRC statistics.

 

 

 

 

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By raybackler
12th Sep 2014 13:43

HMRC management is the issue

If you have a system that sends out huge amounts of incorrect data, you will get large numbers of phone calls.  The phone answering statistics are incorrect for the reasons many posters have noted above, which match my own frustrating experiences.

I am sure that the statistics do not include the two to four minutes of rubbish you have to listen to, before the call is put through.  No one would bother to phone if the answer was on the website, unless of course the advice on there is inordinately complex, which it virtually always is.  The voice system is a joke, as I have posted elsewhere.  These are management issues, as are the catastrophically inept computer systems.

I do not blame HMRC staff, most of whom spend their days operating like a football manager defending the indefensible tackle.  They can't agree with callers that they are working in a broken system, so they have to operate in denial, which must generate huge amounts of stress.  Most are polite and courteous, when you eventually get through.

The management need to get to grips with these issues instead of publishing inaccurate statistics that do not represent real world experiences.

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Replying to trecar:
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By Shay Daly
12th Sep 2014 14:22

Phone contact times
I agree with you that the process is a failure.Further, the management is placing the call centre staff in an abusive position and the issue should be taken up by the staffs representatives as management are in breach of Health & Safety regulations

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By jamiea4f
12th Sep 2014 14:09

Meanwhile in the real world....
I have to say if you call the agent dedicated line then the response time is usually excellent. However, as there is no agent line for PAYE, I have to go through what the general public experience and it's hideous. From shouting down the phone to describe why you are calling, then once you have negotiated the autobot it's usually 10 minutes at least of the godawful on hold music.... It's one of those services where if I didn't HAVE to use it, I wouldn't. I appreciate that people ring and ask stupid questions, but that's all part of a "helpline" service. And hmrc's public offering is abysmal. As stated above its not the fault of the lovely scots on the end of the phone, it's the likes of Lin "call me god" Homer and her cronies foisting things on the taxpayer to fix things that weren't broken.

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By bladt51
12th Sep 2014 14:19

Dreadful service provided by HMRC

No this is not representative. My client has been waiting for a SSP repayment since last April. After a 34 minute wait I managed to speak to someone who said that they could not help. I was put through to a second person and then a third. I am no further forward. They are sending an e-mail reminder to Longbenton whose fault it is. Pathetic!

On another occasion I gave all the correct security information but was told that I had not. The nice man from HMRC said 'I cannot possibly tell you in which manner you have not cleared security. Goodbye'. Do you think that some of them get a kick out of behaving like that?

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By vitali2712
12th Sep 2014 14:24

Really?

I know I bash the HMRC quite a lot on here, but with good reason. In this case, their results of satisfaction survey are really skewed...again! HMRC management need to take a long, good look at the way they handle this government department because the reality and perception that they put out are two totally different things, the same as how 'succesful' the implementation of RTI was.

Firstly...I don't know of many people who are truly happy calling the HMRC in the first place...but that dig aside I call them at least once per week. I can wait anything from 30 seconds to 45 minutes and that becomes the main frustration. Staff wisdom and knowledge at the HMRC is at an all time low as are the resolution times for even simple queries, although granted in some areas they have improved.

I blame this a lot on downsizing and the centralisation of the HMRC. In days that have long since passed, the local tax offices had a good base of seasoned HMRC professionals. They might not have been the fastest, but they were reliable in the information they provided, and you could take confidence in their knowledge of specific P11D issues or dual taxation and so forth. These days, we fire any questions at PWC and pay for the information on any complex matters instead.

Today, job cuts, hiring anyone who can read a script and automating calls has provided nothing but a headache by the HMRC for a lot of callers. The sad thing is, it's the guys on the phones who are getting the stick, not the guys upstairs slashing jobs and training costs.

 

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By coleprice
12th Sep 2014 14:36

hmrc call statistics

Lies and d*****d lies - never mind statistics.

Over the last month I've had to speak to Cumbernauld accounts office 3 times as a result of HMRC "losing" a CT on-account payment for nearly £100k, sent by CHAPS with the correct reference. The previous 3 payments all sent the same way with the same reference were  received without problem.

Call #1 - started at 10am, waiting time 3.5 hours, then cut off when they answered.

Call #2 - started 7:35am, waiting time 1 hour.

Call #3 - started 7:45am, waiting time 3.25 hours.

I've written to complain on principle but know all I've done is waste good fee-earning time.

£100k finally "found" although no explanation as yet.

Had a moan to an inspector at the company's tax office who said they suffer the same delays when they have to call Cumbernauld.

The trouble is the people at the sharp end are generally helpful and even mostly decent human beings when you can get hold of them. It's the HMRC Board that should be fired, along with half the Treasury no doubt. Was it an extra £900 million that went into countering off shore tax evasion? Plenty of funding available there then, but if there's no gain, then stuff the taxpayer + their accountants.

 

 

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By robin.drinkwater
12th Sep 2014 14:42

Call waiting times & contacting HMRC

Anecdotally, in my experience 10min can be the minimum and much longer waiting times are the norm!

It's not so much the quality of the person that you get to speak to, after going through a maze of press 1 for... menu choices that invariably don't get you to where you want to be the first or even second time, but the fact that nothing seems to be joined up and HMRC staff never seem to have the access to the right part of the system to fully deal with a query.

Trying to agree a CIS overpayment and then get it set off against CT over the telephone would try the patience of a saint - and I'm not one!

Now it all has to be dealt with by letter. They write to you saying you should reply within 30 days (which started 10 days ago when they wrote the letter not when it eventually arrives in the second class post) but somehow that 30 days doesn't seem to apply to them replying to you when you write back.

Whilst waiting on the phone you get umpteen messages extolling the virtues of the Revenue website and the many questions it answers - funny how that never seem to be a question that you want to ask though. Unless you want something that is linked on their home page finding anything is a mighty challenge in itself. I don't know about others but in my firm if you want to find something on the Revenue's website you start with Google - using the search facility on the Revenue's site it seems damn near impossible to find what you want unless you are very lucky

How I long for days when you could phone up a district, speak to someone who not only had access to the right records but could deal with the query over the phone - quick and efficient.

Since the closing down of district offices and the move to call centres getting hold of the Revenue has progressively become more difficult and the chances of being able to resolve an issue quickly over the phone seems to be fast disappearing.

Ah nostalgia and rose tinted glasses!

 

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Replying to vtsoftware:
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By vitali2712
12th Sep 2014 15:05

HMRC

robin.drinkwater wrote:

It's not so much the quality of the person that you get to speak to, after going through a maze of press 1 for... menu choices that invariably don't get you to where you want to be

 

Maybe this isn't the same for all departments at the HMRC, but Robin...have you experienced the lovely HMRC robot woman yet? PAYE for one has done away with press this and press that to get to a person, now it's all voice recognition.

If anything, I prefered the 'Press 1' keypad option to this as there is one big problem with the HMRC robot woman.

Firstly, it can't understand anything that is said to it.

Secondly, it doesn't understand human emotion such as frustration, or for example...sarcasm as the frustration sets in and you begin to question sanity after being told off by a robot with an attitude.

Thirdly.. it definately doesn't understand screaming the same anwser you gave the first time a following 10 times before giving up in dispair and slamming the phone back in to the reciever!

 

It becomes a cryptic and surreal experience as you progress a level at a time through it's endless questions and the rephrasing of your replies.

 

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By robin.drinkwater
12th Sep 2014 15:12

Robot Woman

Totally agree - if they do understand then you still don't get where you want to be
.

And what about that awful lift music you get when in a queue - sound like a lorry reversing!

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By benhall.1
12th Sep 2014 15:19

Waiting times for HMRC on phone

I see that it's suggested that a third of callers wait 10 minutes or more.  In that case, my firm's experience must be very bad indeed, as I don't think it's ever less than that, and is often considerably more, or the call is not answered at all.  HMRC officers also rarely call back at pre-arranged times, so the communication, never great, has deteriorated significantly.  It got dramatically worse about two years ago, and has deteriorated still further over the last year.

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By sally1964
12th Sep 2014 15:35

25 mins

I have been on hold 25 mins with employer helpline - after being on to online services for 20 mins to be told they could not help - another hour of my life I will never get back. Would have been happy with a 10 minute wait today.

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By robin.drinkwater
12th Sep 2014 15:35

Waiting times

It's bad enough waiting in a queue for a long time but hate those calls that take three or four minutes to get anywhere and end up by saying sorry but we're very busy - please call back later and then unceremoniously cut you off without even giving you the option of going into the queue!

Also think back to when self assessment started - if I remember rightly that's when HMRC started to use the sorry we're experiencing high call volumes at the moment message which I'm sure at the time they said was just to do with self assessment around the filing deadline and was temporary - but it never went away and is still with us today.

At the end of the day the level of service we get now is a result of all of the cost cutting that has been carried out over the last five years or so - closing offices and getting rid of experienced staff and concentrating on compliance at the expenses of customer service.

 

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By mrpuncture
12th Sep 2014 15:58

My "median" wait...

....having had to ring every month since I started my new job in May would be about 30 minutes!! With a mean of around 40 I'd imagine.

And the person I talk to in the end....well,I would probably be better off sticking talking to the polite (if annoying) computer lady.

They seem unable to get my tax correct since changing jobs mid way through May (emergency tax), and then getting a company car in mid June (cue 2 incorrect codes entered by the "advisors" despite us agreeing as to which code was correct)....and I'm still getting over taxed and am out of pocket from previous months tax.

The "advisor" I spoke to on my last call (43 minute wait before first contact) made several "hmmm" and "erm" noises, read back to me my rti info, and then said, "It's a bit tricky that, I'll just reissue your tax code to your employer and that should sort it, nothing else I can do. It's not 100% though so might still be wrong".....

 

As the youth of today say....fml. 

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By glynisbm
12th Sep 2014 18:15

So let me see ... close all the enquiry centres; get rid of staff (especially the experienced ones) make sure the bulk of the training given to HMRC staff is computer based and then wonder why callers are waiting so long on the 'phone or have to ring back several times to try and get the right answer!

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By howlin wolf
12th Sep 2014 20:28

Be reasonable

They try to do their best in a very difficult situation. Most of the so called accountants on this site have no qualifications but think a bit of experience is all you need. Be patient and give the HMRC staff a bit of time to acquire a bit of experience. They are like yourselves, they could not pass exams.

At least they are much better than most government employees like teachers, social workers, and nurses who are like Christmas lights. ( they all hang together, most don't work and those that do are not very bright). 

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By 175alison
13th Sep 2014 09:20

Fantasy
45 minutes minimum in my experience ! With the annoying interruption of the message go to our website every few second, if the answer was on the website I would not be bloody phoning

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By the_Poacher
13th Sep 2014 09:33

Organisation in crisis?
Demoralised staff, poor IT , badly thought out legislative change, job cuts, constant reorganisation. Is it any surprise that HMRC is in crisis.?

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By mrpuncture
15th Sep 2014 10:32

Currently on hold - 8 minutes in

So allegedly as an "average" customer of hmrc, my call should be answered within the next 2 minutes.

Bets???

Although given that this is the 6th time I've called them about what should be incredibly simple (change jobs, get a company car, wrong code three times since, now correct but still out of pocket and I've finally realised they are charging on that code cumulatively) I doubt this will be my last wait.

 

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By AndrewV12
17th Sep 2014 10:46

Normally I get though to HMRc okay, though I am sure i once read they can be contacted on Saturday, I have rung on Saturday before and got a message.   Always aim to call as early as possible.  A third of HMRC callers waiting 10 minutes is a third to much.

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By michael1958
17th Sep 2014 14:53

Take bets

My staff  take bets on how long. Yesterday 37 minutes and we hung up. Its usually 10-20 mins for us 

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By judydean
22nd Sep 2014 17:20

Am seriously thinking of getting him to do a 64-8

 

tracey2412 wrote:

Am seriously thinking of getting him to do a 64-8.

 

My daughter did a 64-8 relating to PAYE and sent if off in July - no reply as yet from HMRC!

On a separate note every time I write to HMRC they say they have not received the letter. I have to write again and send it recorded delivery.

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