Revenue and Customs
(asked on 16th July 2014) - View Source
Question to the HM Treasury:
To ask Mr Chancellor of the Exchequer, how many call attempts were made to HM Revenue and Customs contact centres on each working day between 16 June and 4 July 2014; how many such calls were answered; and how many answered calls led to a request for a needs enhanced support face-to-face meeting.
During this period industrial action taken by Public and Commercial Services Union members in HMRC, led to reduced staffing between 23rd and 27th June 2014, with increased demand therefore impacting later weeks.
HM Revenue and Customs Contact Centres received and answered the calls tabled below during the period requested.
Day | Call Attempts Made | Call Attempts Handled |
16-Jun-14 | 391,004 | 261,395 |
17-Jun-14 | 319,565 | 228,150 |
18-Jun-14 | 309,711 | 214,686 |
19-Jun-14 | 297,266 | 210,399 |
20-Jun-14 | 292,331 | 193,136 |
21-Jun-14 | 62,369 | 49,090 |
22-Jun-14 | Closed | Closed |
23-Jun-14 | 405,879 | 159,432 |
24-Jun-14 | 315,448 | 223,670 |
25-Jun-14 | 285,142 | 207,709 |
26-Jun-14 | 261,284 | 194,392 |
27-Jun-14 | 262,061 | 171,436 |
28-Jun-14 | 72,209 | 49,662 |
29-Jun-14 | Closed | Closed |
30-Jun-14 | 421,030 | 257,619 |
01-Jul-14 | 332,910 | 231,533 |
02-Jul-14 | 290,915 | 226,957 |
03-Jul-14 | 273,627 | 218,206 |
04-Jul-14 | 270,626 | 194,765 |
During this period there were 6410 telephone requests to our telephony teams for customers to receive extra help resulting in 1706 face to face meetings being arranged. The remaining (4704) callers received the help they needed from telephone advisers.