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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.
Tuesday, 9 September 2008
Hanging on The Telephone - I Don't like Mondays
Tax professionals and "customers" have been kicking up a fuss for some time over the amount of wrong answers being given by undertrained staff in HMRC call centres.
I am advised that HMRC, rather than address the training needs, have hit upon a "brilliant" idea to improve customer service.
Errmmm...sorry... I meant to say improve HMRC statistics re customer service.
HMRC have programmed the telephone system so that a tax agent calling on the ADL line will not be directed to an adviser with less than 1 year in the department.
Not really, those with only a little more than 1 year of experience are not necessarily going to provide much more help; as there is no encouragement to look up the facts and give the correct answer.
As noted yesterday, HMRC's target is to reduce the amount of time spent on each call. Therefore the more helpful an HMRC member of staff, the longer will be spent on the call; therefore it is in the interests of HMRC to offer as little help as possible.
Additionally, calls selected for monitoring and quality purposes are always selected on the first Monday of every 4 week period.
Even more helpfully, HMRC managers usually make staff aware of when this day is.
Therefore, in terms of quality, you are always better of calling on these Mondays so long as you know the monthly cycle!
Tax does have to be taxing.
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