Service levels at HMRC have worsened.
One in three calls to HMRC are now not answered compared with 27.8% in January.
The majority of callers waited more than 10 minutes for an answer, equating to the worst performance since April 2022.
The average pick-up time now stands at 21 minutes and 40 seconds compared to 12 minutes 35 seconds a year ago.
Slow hand clap of derision for HMRC!
Tax does have to be taxing.
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Is the number of calls the department accidentally 'cuts off' at the end of their automated message included within these figures?
ReplyDeleteI waited 42 minutes today on joke line today luckily advisor who answered had a clue what I wanted . This makes a change as recently person who answered was clueless !
ReplyDeleteI saw a report this week saying that one third of HMRC staff are on the minimum wage. It was from the PCS so must be treated with a little bit of caution but I expect it won't be far from the truth. These staff won't have been there long, won't know much and will probably leave as soon as something better comes along. These will be the staff answering the phones. They won't be treated very well. They will have no incentive to provide a good service and will do the bare minimum. Anyone who has worked at HMRC will be well aware of the bullying culture from management. What is the staff turnover rate among the call centre staff nowadays? Some years ago, it was nearly 60% in one office that has now closed. Until the work environment changes and management improves, the standard of service will only decline.
ReplyDeleteNot just far from the truth.
DeleteIt is the truth.
Also not helped in bringing in a truly shitty phone system that is just simply unfit for human consumption.
ReplyDeleteIt is apparently the same system British Gas used and ditched after finding out gor themselves how bad it was.
And made worse by using a truly shitty phone system that is unfit for human consumption.
ReplyDeleteThis system was apparently used by British Gas who ditched it after finding out for themselves how bad it was.