HMRC's latest Stakeholder Digest (dated 7 July 2023) confirms that HMRC is rolling out its call time messages to further helplines in July. The message tells callers how long they are likely to have to wait until an adviser becomes available (based on average call answering data from the previous day). The messages are now being deployed on various helplines including online services, employers, VAT, national insurance and construction industry scheme. HMRC reports that trialling the messages on the PAYE helpline resulted in a significant number of people deciding to leave the call queue and 'resolve their query elsewhere', reducing wait times to 'consistently below 20 minutes'.
HMRC's latest Stakeholder Digest (dated 7 July 2023) confirms that HMRC is rolling out its call time messages to further helplines in July. The message tells callers how long they are likely to have to wait until an adviser becomes available (based on average call answering data from the previous day). The messages are now being deployed on various helplines including online services, employers, VAT, national insurance and construction industry scheme. HMRC reports that trialling the messages on the PAYE helpline resulted in a significant number of people deciding to leave the call queue and 'resolve their query elsewhere', reducing wait times to 'consistently below 20 minutes'.
