HMRC Helpline. Plans and Goals

Every year, HMRC received 79 million phone HMRC helpline calls to his network of contacts across the country. An essential part of the transition project is to create web content which means that users do not always communicate MARC to obtain help. To do this, we need to understand why people call MARC first. Earlier this week, I went to Glasgow and East Ibid with DS and HMRC staff in transition HMRC helpline, listening to the contact call center

The contact center Glasgow discusses some of the smaller volumes and lines specialized assistance MARC. All of us sitting with advisors VAT helpline, listening to conversations and watch advisors. Applicants are predominantly small HMRC helpline businesses and companies that have very specific questions that need help. The nature of the calls ranged from resetting passwords for the online service, to provide detailed information on the application of VAT on exports to Iran bags indications.

We were really HMRC helpline impressed by the depth of knowledge and advice to work with many sources and data systems at the same time. How counselors could talk a caller session by HMRC VAT online service (memory, without having a web page on your screen), everything could be looking for a specific review of VAT and record details call, was also impressive HMRC helpline.

We also had time away from the phone to talk with a wide range of consultants corporate tax, stamp duty and tax credits telephone support . We won some important information on how callers direct advisors to content on the web, sometimes very specific content in the HMRC manuals. We use it to help HMRC helpline improve ready for when the transition content MARC.