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<p>HMRC is responsible for handling calls to the Tax Credits helpline but is unable
to distinguish, at the point of contact with its telephone system, if a caller is
on a low income or otherwise.</p><p> </p><p>To keep the cost of dealing with HMRC
as low as possible, the department has made it cheaper to call in most cases by rolling
out 03 telephone numbers and by introducing voice recognition technology to its telephone
systems, this allows some customers to get the answer they need without waiting to
speak to adviser.</p><p> </p><p>HMRC recognises that wait times across all lines of
business are not where it, or its customers, would like them to be. Over the next
few months HMRC will be migrating its existing telephone services to a new telephony
platform. This will improve the way that the queuing systems work and over time, will
lead to reduced wait times.</p><p> </p><p>HMRC is also looking at a number of initiatives
to improve customer service and wait times. These include: greater flexible working
across HMRC to improve its response to particular peaks in demand and is investing
in online and digital services for the future, opening up a wider variety of channels.</p><p>
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