Revenue and Customs: Telephone Services

Treasury written question – answered on 1st November 2011.

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Photo of Jo Swinson Jo Swinson Liberal Democrat, East Dunbartonshire

To ask the Chancellor of the Exchequer what the (a) average time to answer a call, (b) average length of a call, (c) average time spent on hold during a call and (d) proportion of calls dropped was in call centres run by HM Revenue and Customs in the last period for which figures are available.

Photo of David Gauke David Gauke The Exchequer Secretary

holding answer 17 October 2011

The information requested for the period 1-30 September 2011 is as follows:

September 2011
(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.

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