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Hang on a minute (or 20)

Author: Henry Ejdelbaum

Tags: hmrc, targets, Telephone

Last week I told you about HMRC’s failure to meet their own mediocre targets for dealing with post. I’m sorry, but this week’s offering is just as depressing!
HMRC’s target for the year to 31 March 2016 was to answer 80% of calls to their helplines. Think about that for a moment – it means that they just don’t care that one in five callers’ hangs on and on and then gives up.
They did manage to improve on their target in the second half of the year and on the back of that have increased their target to “only” 15% (one in six) calls going unanswered.
Calls were answered within five minutes in only two months of the year (“answered” includes getting connected to an automated message) but only when staff were redeployed to cover peak demand periods.
We got fed up with waiting on almost nine million occasions, not counting the times when we slammed the phone down after listening to interminable recorded messages which did not contain a single piece of useful information.
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