HMRC has come under renewed scrutiny after figures revealed more than 44,000 callers were cut off on hold last year, with some facing waiting times of up to 70 minutes.
The revelation comes as millions of taxpayers prepare to file their returns before the end of the current tax year, sparking concerns that the phone lines could become even more crowded.
The tax authority has rejected suggestions that it provides a “deliberately poor” phone service. However, as consumers become increasingly frustrated with long waits and sudden disconnections, many businesses are looking at how they can improve the customer experience and reduce bottlenecks – especially during peak demand times.
Ben Booth, CEO and founder at MaxContact, a contact center software specialist, outlined several strategies organizations can use to reduce wait times and improve caller satisfaction:
Smart call routing uses IVRs
Interactive Voice Response (IVR) systems can prioritize and direct callers to the most appropriate agent based on urgency and qualifications. This ensures that issues are resolved quickly and keeps callers from being diverted multiple times. IVRs can also calculate estimated wait times, offer callbacks, and distribute calls evenly among agents to prevent queues from becoming overwhelmed.
Omnichannel options
By giving customers the option to contact you via live chat, email, social media, or self-service portals, you can reduce the number of calls to direct issues. Complex inquiries can still be handled over the phone, while simple matters are resolved through other channels. This method relieves stress on phone lines and gives customers flexibility in how they engage with your business.
Figures of speech
Incorporating a speech analytics tool, such as Spokn AI, can provide post-call summaries and real-time insights into customer sentiment, helping to identify stress points or frequently asked questions that increase call times. By identifying potential problems quickly, managers can intervene to reduce calls and ensure that agents have the training and resources they need to resolve issues effectively.
Training and monitoring
Ongoing training enables agents to develop faster and more efficient call handling skills. Meanwhile, live monitoring allows managers to provide immediate support when calls go to a critical area. Better agent performance and orientation directly translates into longer call durations, reduced wait times, and a better customer experience.
Personnel management
Intelligent workforce management tools help contact centers align staffing levels with demand, ensuring uptime with the right staff while avoiding employee burnout. These platforms can also make real-time adjustments – such as calling for extra help or rescheduling breaks in the event of an unexpected surge in calls.
Commenting on the potential for HMRC and other major organizations to reduce hold times, Booth said: “It’s about putting the right technology in place and giving customers options. Adopting these strategies not only reduces waiting times but also builds trust and loyalty among consumers.”
However, without such industry advice, HMRC’s phone lines are still under heavy scrutiny as the tax deadline approaches. With calls expected to increase in the coming weeks, many will be watching to see if the department can address the growing frustration of long lines and sudden disconnections.
