The move by the tax authority has been designed to achieve the target of answering ninety percent of calls; and HMRC have also pledged £9 million additional investment this year and up to £25 million during 2013 / 2014.
Previously, the Joint Initiative on HMRC Service Delivery have said that whilst call centre performance had improved significantly, from forty-eight percent of all attempts handled during 2010 / 2011 to seventy-four percent in 2011 / 2012; more needed to be done to provide a better call service to customers – and it is hoped that this new investment will enable this, by drastically reducing call times.
Speaking of the additional investment, HMRC’s chief executive, Lin Homer, said the move will enable the tax authority to make improvements by the end of March 2013 and sustain service levels during the next two-years, rather than wait until 2015 to achieve the target.
Ms Homer, added: “Our contact centres receive around 60 million phone calls a year and how well we operate this service is of huge importance to our customers.
“It is vital that when customers call us for help their call is answered – and in a reasonable time. The feedback we get is that the quality of the advice we give when people get through is good, but we haven’t been answering enough calls.
“I am reprioritising our resources to make this additional investment possible, without impacting our other core customer services.”
For more information, please visit www.milsted-langdon.co.uk
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