The UK's tax collection agency, HMRC, intends to contract out call center services for £500 million, aiming to redesign and enhance its customer service operations. The contract will establish a contact center as a service (CCaaS) solution, set to roll out by December, potentially extending through 2035. This move follows criticism from MPs regarding HMRC's inadequate digital services and reported customer service failures, including significant call drop rates and excessive wait times. The aim is to significantly improve call handling and overall service effectiveness for taxpayers.
The contract is expected to run until December 2033, and could be extended to 14 December 2035.
In January, a committee of MPs said HMRC must "take responsibility for its own failings to offer sufficiently effective digital services to customers".
HMRC's phone service's performance reached an all-time low in 2023-24, cutting off nearly 44,000 customers who had been waiting.
The NAO found that customers phoning in with inquiries were collectively left on hold for 798 years in fiscal 2023.
#uk-tax-services #call-center-outsourcing #hmrc #customer-service-improvement #public-sector-procurement
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