I understand that HMRC Contact Centre staff, already somewhat under the cosh wrt to targets as to how long they take to deal with taxpayer enquires, have another rule that somewhat reduces their efficiency wrt handling taxpayer enquiries (when they start their day).
They are required to sign in to the call centre phone system (ie they are taking calls) before their PC has loaded (ie before they have access to the relevant data and security questions that they need, in order to be able to help the caller).
This issue was raised with Excom at one of their recent phone ins, seemingly (to their credit) those on Excom did not see the logic of putting the cart before the horse either.
Tax does have to be taxing.
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I was astounded when I was told about this policy at work. The management have just found another way to put more stress on CC staff and provide a worse customer service (we used to be able to offer to call back the tax payer but we're not allowed to do this anymore), and they wonder why they can't keep staff. It would also help if my computer didn't take 20 minutes to log on as it's past it's best and there is no funding for new ones.
ReplyDeleteThis is a ploy to get staff to sign in in their own time!! Backdoor management. People don't have to use their own time, but can make their lives easier if they do!! And it was working. People are tending to ignore it
ReplyDeleteItsshocking isnt it, how can we possibly take calls and answer correctly without any fecking systems. Morons
ReplyDelete