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391297
unstar this property registered interest false more like this
star this property date less than 2015-07-20more like thismore than 2015-07-20
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Government Departments: Telephone Services more like this
unstar this property house id 2 more like this
star this property legislature
25277
star this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), what training in communication skills is provided for the officials in (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills, who are responsible for helping members of the public who telephone with complaints or requests for information. more like this
star this property tabling member printed
Lord Quirk more like this
star this property uin HL1653 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property answer text <p>All new HM Revenue and Customs (HMRC) telephony advisers receive two days of call handling soft skills training, prior to handling customer calls. Further call handling training is provided depending on the needs of the advisor.</p><p> </p><p> </p><p> </p><p>The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point.</p><p> </p><p> </p><p> </p><p>HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone.</p><p> </p><p> </p><p> </p><p>HMRC has a target of answering 80 per cent of all calls received.</p><p> </p><p> </p><p> </p><p>Information regarding the training and performance on telephony issues for other Government Departments is not held centrally and should be obtained from the Departments concerned.</p><p> </p><p> </p><p> </p> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
unstar this property grouped question UIN HL1654 more like this
star this property question first answered
less than 2015-07-30T13:33:52.54Zmore like thismore than 2015-07-30T13:33:52.54Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
3254
unstar this property label Biography information for Lord Quirk remove filter
391298
unstar this property registered interest false more like this
star this property date less than 2015-07-20more like thismore than 2015-07-20
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Government Departments: Telephone Services more like this
unstar this property house id 2 more like this
star this property legislature
25277
star this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), whether there are target times by which calls from members of the public are expected to receive attention when telephoning (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills. more like this
star this property tabling member printed
Lord Quirk more like this
star this property uin HL1654 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property answer text <p>All new HM Revenue and Customs (HMRC) telephony advisers receive two days of call handling soft skills training, prior to handling customer calls. Further call handling training is provided depending on the needs of the advisor.</p><p> </p><p> </p><p> </p><p>The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point.</p><p> </p><p> </p><p> </p><p>HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone.</p><p> </p><p> </p><p> </p><p>HMRC has a target of answering 80 per cent of all calls received.</p><p> </p><p> </p><p> </p><p>Information regarding the training and performance on telephony issues for other Government Departments is not held centrally and should be obtained from the Departments concerned.</p><p> </p><p> </p><p> </p> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
unstar this property grouped question UIN HL1653 more like this
star this property question first answered
less than 2015-07-30T13:33:52.647Zmore like thismore than 2015-07-30T13:33:52.647Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
3254
unstar this property label Biography information for Lord Quirk remove filter