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Taxing times at HM Revenue & Customs Contact Centre

A report Published by Government Ministers have slated the performance of HMRC's contact centres highlighting low morale and poor leadership as critical factors based upon a staff survey conducted  February 2009.

- It found that only 11% of staff felt that change was well-managed in the department.

- Only 57% of calls made by the public to the Revenue's contact centres were answered in 2008-9. During the peak period for calls, during July, the response rate was lowest, at just 33%.

Commenting on the whitepaper Michael Fallon, the Treasury committee chairman. said "We are particularly alarmed by the low of staff morale and engagement at HMRC, and its effect on performance. We are deeply troubled by the apparent absence of any plan to ameliorate the situation, and call on HMRC management to re-double their efforts here."

9th March 2010
March 2010 - Taxing times at HM Revenue & Customs Contact Centre