Despite the fact that HMRC is closing its Enquiry Centres and forcing people to use the phone to make contact, it seems that its performance wrt call handling is still not up to snuff (this of course is no surprise to loyal readers, as the subject of call handling often features on this site).
Anyhoo PAC have said that HMRC's target of answering 80% of calls within five minutes is "unambitious and woefully inadequate", and would still leave 16 million people waiting longer than five minutes.
The industry benchmark is to answer 80% of calls within 20 seconds.
PAC's message to HMRC is that it needs to sharpen up.
You can watch Lin Homer's performance on Breakfast this morning, where she tries to blame "customers" for some call failures, here.
As ever, I am always happy to receive "customer" feedback about problems wrt contacting HMRC.
Tax does have to be taxing.
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