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citizenB

Hanging on phone for HMRC cost public £136m

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Delays in answering phone calls to HM Revenue and Customs (HMRC) cost callers £136m last year, it has been estimated.

 

The National Audit Office (NAO) has calculated that members of the public spent £33m on call charges while holding on HMRC phone lines in 2011-12, wasting time worth £103m to them.

 

Some 20 million calls were not picked up at all last year, the NAO added.

 

 

 

Read full story : - http://www.bbc.co.uk/news/uk-politics-20766494


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The most annoying thing about this is how easy it is for HMRC to implement ways to spread the load of the calls. While I appreciate its not efficient to employ enough people to answer the maximum number of people that could call at one time there are several methods that can be used by call centers to speak to callers when they are less busy. Most of them have to be put in place by the call center but there's one that can be used by customers - WeQ4U. I saw it on Dragon's Den a while back. They have info at weq4u on how to use it from smart phones and landlines.

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If the HMRC allowed to communicate with them via email this wouldn't happen. Last year I sent a request via their website. I got a lazy one-liner two months later and that didn't even remotely answer my question.


"Ask not what your country can do for you, ask what you can do for Poundland"

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