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<p>HMRC measure their telephony performance through average speed to answer and the
percentage of customers needing to wait over 10 minutes.</p><p>In 2018-19, for customers
who needed to speak to an adviser after going through the automated telephone system,
HMRC’s average speed of answer was narrowly outside the five minute target at 5:14
mins. 19.7% of customers waited longer than ten minutes to be connected to an adviser,
which is outside HMRC’s 15% target.</p><p>HMRC do not record complaints data broken
down to this level of detail so the information requested is not readily available
and could be provided only at disproportionate cost.</p>
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