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Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.
Friday, 12 September 2008
Hanging on The Telephone - Discipline
Following on from my earlier article about pressure being put upon on those working in HMRC Call Centres to minimise the time that they spend on each call, I am advised that it is now getting to the point where some of the less experienced HMRC staff are hanging up on callers, rather than look the answers up.
They fear the disciplinary action threatened by HMRC for those who spend too long on a call.
HMRC "management" need to ask themselves is a culture of fear and bullying really the best way to get the most from the staff, or to provide a "world class" customer service?
Tax does have to be taxing.
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