HMRC Is Shite

HMRC Is Shite
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.

Monday, 28 September 2020

Call Centre Delays?



Are people experiencing longer delays than normal, wrt trying to speak to someone at HMRC?

Tax does have to be taxing.

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  1. From what I gather, the majority of HMRC staff are still working from home focused on providing service, having been reassigned from their normal duties.

    That apparently being the case, quite why taxpayers can't get through is a mystery. Still, there's all that coffee to drink and daytime television to watch. Lazy so and so's.

  2. The majority of staff on the phones in call centres are in clerical grades. Therefore, when working from home they will not be connected to HMRC IT systems. So it has nothing to do with laziness, drinking coffee or watching TV.
    Taxpayers can't get through because there's nobody there to answer.

  3. It's a prerequisite at HMRC to be lazy, to be fat or to be a bully, or otherwise your face will not fit. But when it comes to working around a virus that has the main symptom of feeling absolutely fine, there is no excuse for HMRC to still be offering a much reduced service. Sack the management, simple.

    Ps. Does anyone know if Field Force are still hiding indoors? Not that the exchequer will notice much difference. I know somebody that got a time to pay 'deal' with them last year. £10k debt, paid off at £50 per week. Time to look at privatising that weak, pathetic and ineffective part of the Department. The irony of calling themselves a 'force' - what a bunch of jokers.

  4. @Anonymous @00:03,

    That's simply not true. They may be 'clerical grades', but they are fully connected to HMRC's systems, either via home wi-fi or home wired internet. The VPNs and software were upgraded months ago to enable them to take calls while working from home.

    1. So everyone in HMRC is wired up to work from home.
      What about hardware. Do they have to use their own phones. Are their phone bills paid for by HMRC. What if they need their phone to be free for reasons of, say, childcare issues or vulnerable relatives. What about young people who live in shared flats or bedsits which are unsuitable for confidential work.
      More questions than answers.

    2. Hardware: Surface Pros, which run the Finesse & Jabber software which is used for telephony. Other comms software is also there as standard, as it would be if they were physically in the call centres.

      Use of their own phones may be necessary in a small minority of cases, but it's mostly their home wi-fi or wired internet connection.

      Reimbursement for phone/internet costs is given in some circumstances, but such cases are a small minority anyway.

      If it is impractical for whatever reason (like the ones you gave, for instance), then alternative work is found for those people. This may mean that those people are not doing call-centre or other telephone-centred work, but their places are filled by people in other business streams who have the facilities/skills to do so.

    3. Wow. I've just looked up the cost of Surface Pro gear on Amazon.
      If all call centre staff have access to that level of hardware to work from home then no wonder there's no money left over for other things.
      Like pay rises, etc.

  5. A witty, insightful and informative response.
    Thanks for your contribution.