My thanks to a loyal reader for sharing the following:
"HMRC only managed to answer 10.2% of telephone calls on Tax Credits deadline day last week."Does anyone have any more details on this, and is there a reason that the call handling rate was so poor?
Tax does have to be taxing.
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Obvious, HMEC, in error, published the true statistics for once!
ReplyDeleteSame reason flood barriers collapse if you keep borrowing bits of it to build roads and don't replace the bits on the flood barrier before a flood hits.
ReplyDeleteA number of questions?
ReplyDeleteHow many calls the the tax credit helpline were made on the deadline day & why? Was this more than HMRC had forecast and why?
How many staff were made available to answer calls to the tax credit helpline on deadline day? and was this a suitable number to match their demand forecast?
Of course the answers would raise many more questions!
1 million calls they received, which is the excuse being used
ReplyDeleteAnd what usually happens on a deadline day? D'oh!
ReplyDeleteIt is the last day you Muppets, and usually when the largest volume of calls would be expected!
What percentage of calls to the Tax Credits Helpline would normally be expected to be answered?
Perhaps Pinsent Masons could provide answers as they appear to be doing all the talking for HMRC on the media.
But I thought HMRC had a customer behaviour insight team who use their mystical powers to persuade people to spread their calls evenly !!!
DeleteSons & Daughters of Babylon!
ReplyDeleteThe only mysticism connected with HMRC is why the taxpayers tolerate such a bad "customer experience".
RTI may well turn out to mean Rudimentary Timid Inefficient as an epitaph.