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<p>HM Revenue & Customs (HMRC) handles 50 million calls a year from customers.
The department is working hard to improve its performance. The percentage of calls
handled will fluctuate annually and quarterly and is directly affected by customer
demand.</p><p> </p><p> </p><p> </p><p>HMRC has taken a number of steps including the
introduction of a new telephony platform that will improve performance in the longer
term. HMRC has recruited more than 2,000 staff to its customer service teams and is
expanding the resource available at evenings and weekends when many customers choose
to call. They have also launched an online service for Tax Credit customers that will
enable them to renew their claims without calling at all and, as in previous years,
are moving up to 1,500 extra staff from across the department to support the Tax Credits
peak in demand.</p><p> </p><p> </p><p> </p>
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