Revenue and Customs: Telephone Services
(asked on 15th December 2020) - View Source
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what proportion of calls to the HMRC taxation advice line were terminated by the caller before reaching an adviser in each quarter of the last five years; and what the average wait in seconds was before the call was terminated in each quarter of the last five years.
It is not possible to provide comparable data for 2015-16 because HMRC changed their telecoms provider part way through the year. The data for the other years is below.
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| 130043 | 130044 | |
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| Taxes Helplines (number of calls abandoned by customers) | Taxes Helplines (percentage of all calls made that were abandoned by customers) | Average wait time by customer before abandoning |
2016-17 | Q1 | Jun-16 | 283,568 | 6.75% | 425 sec |
| Q2 | Sep-16 | 138,762 | 4.10% | 387 sec |
| Q3 | Dec-16 | 96,601 | 2.80% | 381 sec |
| Q4 | Mar-17 | 166,170 | 3.68% | 398 sec |
2017-18 | Q1 | Jun-17 | 336,547 | 8.27% | 337 sec |
| Q2 | Sep-17 | 338,128 | 9.30% | 312 sec |
| Q3 | Dec-17 | 261,231 | 7.98% | 317 sec |
| Q4 | Mar-18 | 355,659 | 8.08% | 317 sec |
2018-19 | Q1 | Jun-18 | 394,781 | 10.06% | 380 sec |
| Q2 | Sep-18 | 296,443 | 8.58% | 322 sec |
| Q3 | Dec-18 | 295,416 | 9.41% | 329 sec |
| Q4 | Mar-19 | 386,537 | 9.39% | 343 sec |
2019-20 | Q1 | Jun-19 | 532,869 | 14.23% | 768 sec |
| Q2 | Sep-19 | 342,882 | 10.06% | 350 sec |
| Q3 | Dec-19 | 256,363 | 8.36% | 312 sec |
| Q4 | Mar-20 | 450,578 | 11.61% | 449 sec |
2020-21 | Q1 | Jun-20 | 465,585 | 22.47% | 764 sec |
| Q2 | Sep-20 | 398,630 | 15.58% | 568 sec |
HMRC publish their monthly and quarterly performance data: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports and https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates.