Future Retirement Success
  • Politics
  • Business
  • Investing
  • Stocks
  • Politics
  • Business
  • Investing
  • Stocks

Future Retirement Success

Business

HMRC phone lines under fire as callers face 70-minute waits

by January 22, 2025
January 22, 2025
HMRC phone lines under fire as callers face 70-minute waits

HMRC has come under renewed scrutiny after figures showed that over 44,000 callers were abruptly cut off while on hold last year, with some facing wait times of up to 70 minutes.

The revelation arrives just as millions of taxpayers prepare to file their returns before the current tax year ends, sparking concerns that phone lines could become even more congested.

The tax authority rejected suggestions that it was providing a “deliberately poor” phone service. However, as consumers become increasingly frustrated by long waits and abrupt disconnections, many businesses are looking at how to improve the customer experience and mitigate bottlenecks — especially during high-demand periods.

Ben Booth, chief executive and founder at MaxContact, a contact centre software specialist, has outlined several strategies that organisations can employ to trim waiting times and improve caller satisfaction:

Intelligent call routing via IVRs

Interactive Voice Response (IVR) systems can prioritise and direct callers to the most suitable agent based on urgency and expertise. This ensures issues are resolved more swiftly and keeps callers from being transferred multiple times. IVRs can also calculate estimated wait times, offer callbacks, and distribute calls evenly among agents to prevent lines from becoming overwhelmed.

Omnichannel options

By giving customers the choice to contact you via live chat, email, social media, or self-service portals, you can lessen call volumes for straightforward issues. More complex queries can still be handled over the phone, while simpler matters are resolved on alternative channels. This approach relieves pressure on phone lines and gives customers flexibility in how they engage with your business.

Speech analytics

Incorporating a speech analytics tool, like Spokn AI, can provide post-call summaries and real-time insights into customer sentiment, helping to identify stress points or frequently asked questions that prolong call times. By spotting potential issues quickly, managers can intervene to de-escalate calls and ensure agents have the training and resources they need to resolve problems efficiently.

Coaching and monitoring

Ongoing coaching enables agents to develop faster and more effective call-handling skills. Meanwhile, live monitoring allows managers to offer immediate support if calls head in a difficult direction. Better agent performance and guidance translate directly to lower call durations, reduced wait times, and a better overall customer experience.

Workforce management

Intelligent workforce management tools help contact centres match staffing levels to demand, ensuring that peak times are properly staffed while avoiding employee burnout. These platforms can also facilitate real-time adjustments — such as calling in extra help or rescheduling breaks if an unexpected spike in calls occurs.

Commenting on the potential for HMRC and other large organisations to reduce hold times, Booth said: “It’s about putting the right technology in place and giving customers options. Adopting these strategies not only cuts waiting times but also builds trust and loyalty among consumers.”

Yet, despite such industry advice, HMRC’s phone lines remain under intense scrutiny as the tax deadline looms. With calls expected to ramp up in the coming weeks, many will be watching closely to see if the department can address mounting frustrations over long queues and abrupt disconnections.

Read more:
HMRC phone lines under fire as callers face 70-minute waits

0
FacebookTwitterGoogle +Pinterest
previous post
Trump revokes Biden order allowing transgender troops in bid to rid DEI from military
next post
Federal Court Rules FISA Section 702 “Back Door” Searches Unconstitutional

You may also like

10,000 small business leaders enrol in government-backed management...

December 13, 2024

Airbnb shows travellers are bucking recessionary fears

February 15, 2023

160,000 Rental Properties Lost as Landlords Exit Market...

May 27, 2024

Maximising Workplace Motivation with Creative Breaks and Digital...

October 10, 2024

Help is Out There: Drug and Alcohol Addiction...

September 20, 2024

Main Parties Clash Over First-Time Buyer Support

June 20, 2024

The Future Of Titration In Business: Automation And...

September 15, 2023

Coutts Shifts £2 Billion from UK Stocks to...

May 3, 2024

Hard-up Britons cut back on food bills but...

April 11, 2023

Chancellor pledges 30 hours of childcare a week...

March 14, 2023

    Get free access to all of the retirement secrets and income strategies from our experts! or Join The Exclusive Subscription Today And Get the Premium Articles Acess for Free

    By opting in you agree to receive emails from us and our affiliates. Your information is secure and your privacy is protected.

    Recent Posts

    • Trump opens door to 600,000 Chinese students amid Beijing trade talks

      August 26, 2025
    • Epstein estate hit with new House subpoena for ‘client list,’ call logs

      August 25, 2025
    • Trump’s Blast of Hot Air on Flag Burning

      August 25, 2025
    • The AI Action Plan: The Risks of Federal Ideological Bias Action

      August 25, 2025
    • Bolton unleashes on Trump Ukraine policy days after FBI raid

      August 25, 2025
    • Trump threatens lawsuit over century-old Senate tradition delaying his nominees

      August 25, 2025

    Categories

    • Business (8,876)
    • Investing (2,239)
    • Politics (16,487)
    • Stocks (3,228)
    • About us
    • Privacy Policy
    • Terms & Conditions

    Disclaimer: futureretirementsuccess.com, its managers, its employees, and assigns (collectively “The Company”) do not make any guarantee or warranty about what is advertised above. Information provided by this website is for research purposes only and should not be considered as personalized financial advice. The Company is not affiliated with, nor does it receive compensation from, any specific security. The Company is not registered or licensed by any governing body in any jurisdiction to give investing advice or provide investment recommendation. Any investments recommended here should be taken into consideration only after consulting with your investment advisor and after reviewing the prospectus or financial statements of the company.

    Copyright © 2025 futureretirementsuccess.com | All Rights Reserved