The information requested for the period 1-
|(a) Average time to answer a call||3 minutes 48 seconds|
|(b) Average length of a call||7 minutes 50 seconds|
|(c) Average time spent on hold during a call||18 seconds|
|(d) Proportion of calls dropped||7.5%|
Service levels have significantly improved when compared with last year. In 2010-11, HMRC handled 58.4 million calls which is 48% of calls attempted. So far in 2011-12 (April to September), HMRC has handled over 31.3 million calls which is 71.9% of call attempts.