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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, 4 May 2012
HMRC Call Centre Chaos - Some Friendly Advice
My thanks to a loyal, reader who has proffered some friendly advice to taxpayers who are stuck in a call centre phone queue waiting to try to get through to someone.
Hang up and go round to your local enquiry centre!
HMRC will do nothing about improving call handling times because they know that when the Universal Benefit comes into force many taxpayers will be calling DWP instead, thereby reducing the number of calls to HMRC and improving the KPI's used to monitor HMRC call handling performance.
Therefore I am advised that the least worst option is for taxpayers to go to an enquiry centre, where the phones are free, and basically jump the queues.
No, I don't understand either how calling from an enquiry centre will get you through quicker than calling from your own phone; but that nonetheless is the advice given by my loyal reader.
I am advised that the phones used at enquiry centres have speed dials which jump the queues of people using the normal number, as the programmed speed dial number is not the same as the ones used by taxpayers when ringing from home.
It is believed that this queue jump facility is to minimise the length of time people physically spend in enquiry centres and thus reducing the risk of them "kicking off".
In an aside, I understand that taxpayers who come to an enquiry centre to actually see someone (as opposed to speak to someone on the phone) are still forced onto the phone first at the enquiry centre by a "floorwalker", in order to see if the query can be resolved by phone, thus minimising the number of people who have to make an appointment to actually to see someone at the enquiry centre.
So all you have to do is find a conveniently located enquiry centre, before those that remain are closed down!
Tax does have to be taxing.
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