HMRC faced scrutiny after it was reported that over 44,000 callers were disconnected while on hold, with wait times reaching up to 70 minutes. As the tax year-end approaches, concerns about heightened call volumes arise. Although HMRC denied offering a poor service, the situation highlights frustrations from taxpayers. To counter such issues, experts recommend measures like intelligent call routing, omnichannel options to reduce phone volume, and speech analytics to improve call handling and customer satisfaction.
The tax authority rejected suggestions that it was providing a "deliberately poor" phone service.
Ben Booth, chief executive of MaxContact, outlined strategies to improve customer experience and mitigate bottlenecks during high-demand periods.
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