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Archive for: January, 2010
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NAO tells HMRC to answer the phone - that would be nice

18 January 2010  |  3452 views  |  0  |  Recommends 0

"HM Revenue and Customs: Handling telephone enquiries", published by the National Audit Office on 15 January, says that HMRC's customer contact directorate answered only 57% of the 103 million attempted calls in 2008-09. This compares with 71% in the year before and an industry benchmark of more than 90%. In the first half of 2009-10 the...

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