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answer › question first answered	2015-07-30T13:33:52.54Z
answer › date of answer	2015-07-30
min answer › question first answered	2015-07-30T13:33:52.54Z
max answer › date of answer	2019-06-19

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Search Results

registered interest

date

exactly:

or between:
and

answering body

answering dept id

answering dept short name

answering dept sort name

hansard heading

house id

legislature


pref label

question text

tabling member printed

uin

answer

is ministerial correction

date of answer

exactly:

or between:
and

answer text

answering member printed

grouped question UIN

question first answered

answering member


label

tabling member


label

391297

registered interest

date

20/07/2015

answering body

HM Treasury

answering dept id

answering dept short name

Treasury

answering dept sort name

CaTreasury

hansard heading

Government Departments: Telephone Services

house id

legislature

25277

	pref label	House of Lords

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.

tabling member printed

Lord Quirk

uin

HL1653

answer

is ministerial correction

date of answer

30/07/2015

answer text

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. The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point. HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone. HMRC has a target of answering 80 per cent of all calls received. 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.

answering member printed

Lord O'Neill of Gatley

grouped question UIN

HL1654

question first answered

30/07/2015 13:33:52

answering member

4536

	label	Biography information for Lord O'Neill of Gatley

tabling member

3254

	label	Biography information for Lord Quirk