HMRC investing to improve customer service

HM Revenue and Customs (HMRC) today announced it is allocating £45 million to improve customer service, as it released statistics which showed an inconsistent call handling performance in 2014-15.

The allocation is paying for around 3,000 additional staff to join customer service teams, on top of around 2,000 staff who are being moved over from other parts of HMRC to help with the tax credits deadline and letters and forms.

HMRC receives more than 60 million calls a year, peaking around key deadlines such as 31 January for Self Assessment, and 31 July for tax credits renewals.

The statistics show that while 73 per cent of calls were answered last year, service standards were inconsistent across the year, with some months falling well short of HMRC’s 80 per cent target. The figures also show that in some months as many as one in five customers heard a busy tone and could not join a phone queue.

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