TaxCorporate TaxTaxman misses 44 million calls

Taxman misses 44 million calls

After a fall in performance HMRC's call centre begins to make improvements

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

Related Articles

‘Google tax’ nets HMRC £281m

Corporate Tax ‘Google tax’ nets HMRC £281m

3m Emma Smith, Managing Editor
OTS report: Corporation tax should follow accounts

Corporate Tax OTS report: Corporation tax should follow accounts

5m Alia Shoaib, Reporter
HMRC tax evasion assistance requests double in five years

Corporate Tax HMRC tax evasion assistance requests double in five years

5m Emma Smith, Managing Editor
Spring Budget 2017: Making Tax Digital

Business Regulation Spring Budget 2017: Making Tax Digital

9m Shereen Ali, Deputy Editor
Tax fraud loses HMRC £16bn

Corporate Tax Tax fraud loses HMRC £16bn

10m Emma Smith, Managing Editor
HMRC nets £2.6bn in corporate tax from big businesses

Corporate Tax HMRC nets £2.6bn in corporate tax from big businesses

10m Accountancy Age editorial
Tax crackdown brings in £468m for HMRC

Corporate Tax Tax crackdown brings in £468m for HMRC

11m Accountancy Age editorial
Treasury Select Committee report released on Making Tax Digital

Accounting Standards Treasury Select Committee report released on Making Tax Digital

11m Stephanie Wix, Writer