The ATT reports on a common question raised by its members: how many clients they can reasonably ask HMRC call handlers to deal with in a single call. HMRC had previously said (in a response on an Agent Forum thread) that call handlers can spend no more than one hour at a time on the phone but are encouraged to work with agents to cover as many clients as possible in the time available. The ATT highlights HMRC’s request for pragmatism: ‘We would appeal to you to be pragmatic in what you can achieve in the time available, particularly if you have complex cases.’
The ATT reports on a common question raised by its members: how many clients they can reasonably ask HMRC call handlers to deal with in a single call. HMRC had previously said (in a response on an Agent Forum thread) that call handlers can spend no more than one hour at a time on the phone but are encouraged to work with agents to cover as many clients as possible in the time available. The ATT highlights HMRC’s request for pragmatism: ‘We would appeal to you to be pragmatic in what you can achieve in the time available, particularly if you have complex cases.’
