My thanks to a loyal reader, who advises me that HMRC are planning to permanently transfer over 1000 processing staff into contact centres.
Well, apparently there is one small fly in HMRC's oinkment wrt this plan.
It seems that there may not be sufficient space, IT equipment or telephone resources.
These resources, as per current policy, were been removed as and when anyone left (as the people were not going to be replaced).
The phrase "making up policy on the hoof" springs to mind!
I am interested in receiving more information about this, if it is going to go ahead, and any other possible "plans" that HMRC may have wrt contact centres.
Tax does have to be taxing.
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