Revenue and Customs: Telephone Services

Treasury written question – answered on 11th January 2010.

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Photo of John Battle John Battle Labour, Leeds West

To ask the Chancellor of the Exchequer what the average length of calls made to (a) the Tax Credits public helpline, (b) the Tax Credits intermediaries helpline, (c) the MPs Tax Credits helpline, (d) the Child Benefit public helpline and (e) all other HM Revenue and Customs helplines was in (i) 2005-06, (ii) 2006-07, (iii) 2007-08 and (iv) 2008-09.

Photo of Stephen Timms Stephen Timms Parliamentary Under-Secretary (Department for Business, Innovation and Skills) (Digital Britain) (also HM Treasury), Financial Secretary (HM Treasury) (also in the Department for Business, Innovation and Skills)

The information requested, as far is it is available, is provided in the following table.

HMRC average call handling times shown in minutes and seconds
(a) Tax credits (b) Intermediaries (c) MP hotline (d) Child benefit (e) All other helplines
2005-06 06:12 n/a n/a n/a n/a
2006-07 05:26 n/a 05:39 03:56 05:30
2007-08 05:47 06:31 n/a 04:03 05:25
2008-09 06:34 05:50 05:33 05:21 05:37
n/a = Not available.


HMRC Contact Centres take the average call handling time to be the time spent by the customer on the phone together with any additional time taken by the adviser after the call to complete any tasks.

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