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Revenue and Customs: Telephone Services

Treasury written question – answered on 10th July 2013.

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Photo of Ian Lavery Ian Lavery Labour, Wansbeck

To ask the Chancellor of the Exchequer how many call attempts were made to HM Revenue and Customs contact centres on each working day between 3 June and 15 June 2013; how many such calls were answered by HM Revenue and Customs contact centres; and how many answered calls led to a request for a needs enhanced support face-to-face meeting.

Photo of David Gauke David Gauke The Exchequer Secretary

HM Revenue and Customs contact centres received and answered the calls in the following table during the period requested.

Day Call attempts made Call attempts handled
3 June 2013 432,829 230,483
4 June 2013 303,293 239,433
5 June 2013 275,449 244,557
6 June 2013 258,957 222,146
7 June 2013 261,677 170,346
8 June 2013 52,759 43,607
9 June 2013 (1) (1)
10 June 2013 487,726 272,389
11 June 2013 363,057 254,071
12 June 2013 351,012 229,126
13 June 2013 344,947 229,479
14 June 2013 340,268 212,086
15 June 2013 68,850 45,327
Totals 3,540,824 2,393,050
(1) Closed

Between 3 and 7 June, regional industrial action taken by Public and Commercial Services Union members in HMRC, DWP and VOA led to reduced staffing in many contact centres, with increased demand therefore impacting later weeks.

84 telephone requests resulted in 14 needs enhanced support face-to-face meetings in the north east pilot area. The remaining needs enhanced support calls were resolved over the phone. HMRC continues to work on developing its pilot to ensure all customers who need additional help receive it.

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