My sympathies with the employee of HMRC who posted this comment, about call centre problems, 3 days ago on Audio Talk.
"What fucking next. I work for H Em Arse Sea.
'This is our busiest year so far......................' , 'The calls continue to increase.....................'
The corporate brain cell hasn't been able to figure the fucker out. If you put so much pressure on people to reduce call handling times, some people will inevitably hang up on people to make the calls shorter. So, it follows that these people will call back again and again, and again. There are so many calls on the network that shouldn't be there. Dohhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!!
How fucking stupid can people be??
They talk about us as a business. I'm sorry but businesses have to be much more effective than this.
Oh well........................... "
Rather interestingly the original post has since been removed from the board.
I wonder why?
Lucky I spotted it in time.
Tax does have to be taxing.
HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"
As a HMRC employee myself, I can't say I'm the lease bit surprised when the dickheads at the top are only interested in targets rather than customer service.
ReplyDeleteNot a way to run a 'business'....
The Powers That Be are only interested in inflicting spreadsheets, performance measures, balanced business scorecards,targets and temperature check questionnaires on us. Any concept of actually collecting tax or providing a service to the public has long since been forgotten about.
ReplyDeleteI work in a HMRC 'contact' centre. I was marked down by my manger in my monthly appraisal that I was too helpful, as 1 call I took was over 8 mins long. This was the 3rd time this person had rang in, other advisors hadn't given him the full information, as they were probably worried they'd get marked down on the CHT's. If advisors were't constantly badgered about their CHT's, this person would have got the info he needed first call.
ReplyDeleteThat I can believe, trust me....
ReplyDelete