The National Audit Office has issued a report showing that HMRC's performance in answering telephone calls in 2008/09 was 'well below its own targets and industry standards'. In HMRC's Customer Contact Directorate which answers 95% of calls to HMRC's contact centres only 57% of 103 million call attempts were answered compared with 71% in the previous year and an industry benchmark of over 90%.
HMRC has since launched initiatives to improve its management of caller demand so that the percentage of calls answered has risen to 73% in the first half of 2009/10. A change programme has been implemented with the aim of answering 90% of calls at around 30% less cost by March 2012....
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The National Audit Office has issued a report showing that HMRC's performance in answering telephone calls in 2008/09 was 'well below its own targets and industry standards'. In HMRC's Customer Contact Directorate which answers 95% of calls to HMRC's contact centres only 57% of 103 million call attempts were answered compared with 71% in the previous year and an industry benchmark of over 90%.
HMRC has since launched initiatives to improve its management of caller demand so that the percentage of calls answered has risen to 73% in the first half of 2009/10. A change programme has been implemented with the aim of answering 90% of calls at around 30% less cost by March 2012....
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