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HMRC has come under renewed scrutiny after figures showed more than 44,000 callers were abruptly interrupted while on hold last year, with some experiencing wait times of up to 70 minutes.
The revelation comes just as millions of taxpayers prepare to file their returns before the current tax year ends, raising concerns that phone lines could become even more overloaded.
The tax authorities rejected the suggestion that there was “deliberately poor” telephone service. However, as consumers become increasingly frustrated with long wait times and abrupt disconnections, many companies are looking at ways to improve the customer experience and reduce bottlenecks, especially during periods of high demand.
Ben Booth, CEO and founder of MaxContact, a contact center software specialist, outlined several strategies that organizations can use to reduce wait times and improve caller satisfaction:
Intelligent call routing via IVRs
Interactive Voice Response (IVR) systems can prioritize callers and direct them to the most appropriate agent based on urgency and expertise. This ensures that problems are resolved faster and that callers are not transferred multiple times. IVRs can also calculate estimated wait times, offer callbacks, and distribute calls evenly among agents to prevent lines from becoming overloaded.
Omnichannel options
By giving customers the choice to contact you via live chat, email, social media, or self-service portals, you can reduce call volume for simple issues. More complex questions can still be handled over the telephone, while simpler matters are resolved through alternative channels. This approach relieves pressure on phone lines and gives customers flexibility in how they interact with your business.
Speech analysis
Integrating a speech analytics tool, such as Spokn AI, can provide post-call summaries and real-time insights into customer sentiment, identifying stress points or frequently asked questions that are increasing call times. By quickly identifying potential issues, managers can intervene to de-escalate calls and ensure agents have the training and resources they need to resolve issues efficiently.
Coaching and monitoring
Through ongoing coaching, agents can develop faster and more effective call handling skills. Meanwhile, live monitoring allows managers to provide immediate support if calls go in a difficult direction. Better agent performance and guidance translates directly to shorter call durations, shorter wait times and a better overall customer experience.
Personnel management
Intelligent workforce management tools help contact centers balance staffing with demand, ensuring peak times are appropriately staffed and preventing employee burnout. These platforms can also allow for real-time adjustments, such as calling in extra help or rescheduling breaks if an unexpected spike in calls occurs.
Commenting on the opportunities for HMRC and other large organizations to reduce waiting times, Booth said: “It’s about implementing the right technology and giving customers options. Implementing these strategies not only reduces wait times, but also builds trust and loyalty among consumers.”
But despite such 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 keeping a close eye on whether the department can address mounting frustrations over long lines and abrupt disconnects.