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15 Jan 2010
Up to 44 million calls to HM Revenue & Customs went unanswered in the year 2008-09, according to a report from the National Audit Office.
The report revealed that the year saw 103 million calls in total to HMRC’s directorate handling telephone enquiries. The answer rate fell to 57% from 71% the previous year.
However, the call rate to the directorate had increased by 22% and the monthly rate could range from four million to 17million calls.
The call centre recognised “this level of performance unacceptable” and put in place measures for improvement.
The National Audit Office: “Early indications are encouraging: in the first half 2009-10 the number of callers reduced by 12% and the number of call atemmpts by 34%. The directorate has increased the percentage of calls answered to 73% compared with 48% in the first half 2008-09.”
In conclusion the NAO said: “In terms of handling telephone enquiries, the Department is not currently achieving value for money, as it recognises.”
It said appropriate changes could lift the answer rate to 90% and save the department up to £50m.
Read more: Union outraged at HMRC job losses
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Visitor comments Add your comment
That few?
Contacting the Revenue by phone has become impossible over the last few years. I now write always to avoid the stupid call system that asks for many key presses before telling you to look on hte web then tells you to call back later!
The once or twice I've had to call and got through, I've been given another number to call and had the same problems getting through on that number!
Posted by: john, 23 Jul 2010 | 00:00