HMRC phone lines under fire as callers face 70-minute waits

HMRC has come under renewed scrutiny after figures showed more than 44,000 callers were suddenly cut off while waiting last year, with some facing waiting times of up to 70 minutes.

This revelation comes as millions of taxpayers prepare to file their returns before the end of the current tax year, raising concerns that phone lines will become more crowded.

The HMRC has rejected suggestions that it provides a “deliberately poor” phone service. However, with consumers becoming increasingly frustrated with long wait times and sudden disconnections, many companies are looking at how to improve the customer experience and alleviate bottlenecks – especially during periods of high demand.

Ben Booth, CEO and founder of MaxContact, which specializes in call center software, identified several strategies organizations can use to reduce wait times and improve caller satisfaction:

Intelligent call routing via interactive voice responses (IVRs).

Interactive voice response (IVR) systems can prioritize callers and direct them to the most appropriate agent based on urgency and experience. This ensures that problems are resolved more quickly and prevents callers from being diverted multiple times. An IVR system can also calculate estimated wait times, display callbacks, and distribute calls evenly among agents to prevent lines from being overwhelmed.

Omnichannel options

By giving customers the option to contact you via live chat, email, social media, or self-service portals, you can reduce call volume for direct issues. More complex inquiries can still be dealt with over the telephone, while simpler matters are resolved via alternative channels. This approach relieves stress on phone lines and gives customers flexibility in how they deal with your business.

Speech analytics

Integrating a speech analytics tool, such as Spokn AI, can provide post-call summaries and real-time insights into customer sentiment, helping to identify pressure points or frequently asked questions that extend call times. By spotting potential issues quickly, managers can intervene to de-escalate calls and ensure agents have the training and resources they need to resolve issues efficiently.

Training and monitoring

Continuous training enables agents to develop call handling skills faster and more effectively. Meanwhile, live monitoring allows managers to provide immediate support if calls are heading in a difficult direction. An agent’s performance and guidance directly translates into shorter call durations, shorter wait times, and a better overall customer experience.

Workforce management

Intelligent workforce management tools help call centers match staffing levels to demand, ensuring adequate staffing at peak times while avoiding employee burnout. These platforms can also facilitate real-time adjustments, such as requesting additional assistance or rescheduling breaks in the event of an unexpected spike in calls.

Commenting on the potential for HMRC and other large organizations to reduce waiting times, Booth said: “It’s about putting the right technology in place and giving customers choices. Adopting these strategies not only reduces waiting times, but also builds trust and loyalty among consumers.

However, despite this industry advice, HMRC’s phone lines remain under intense scrutiny as the tax deadline approaches. With calls expected to increase in the coming weeks, many will be watching closely to see if the department is able to handle the growing frustrations of long lines and sudden disconnections.