HMRC has come under renewed scrutiny after figures showed that over 44,000 callers were abruptly cut off while on hold last year, with some facing wait times of up to 70 minutes.
The revelation arrives just as millions of taxpayers prepare to file their returns before the current tax year ends, sparking concerns that phone lines could become even more congested.
The tax authority rejected suggestions that it was providing a “deliberately poor” phone service. However, as consumers become increasingly frustrated by long waits and abrupt disconnections, many businesses are looking at how to improve the customer experience and mitigate bottlenecks — especially during high-demand periods.
Ben Booth, chief executive and founder at MaxContact, a contact centre software specialist, has outlined several strategies that organisations can employ to trim waiting times and improve caller satisfaction:
Intelligent call routing via IVRs
Interactive Voice Response (IVR) systems can prioritise and direct callers to the most suitable agent based on urgency and expertise. This ensures issues are resolved more swiftly and keeps callers from being transferred multiple times. IVRs can also calculate estimated wait times, offer callbacks, and distribute calls evenly among agents to prevent lines from becoming overwhelmed.
Omnichannel options
By giving customers the choice to contact you via live chat, email, social media, or self-service portals, you can lessen call volumes for straightforward issues. More complex queries can still be handled over the phone, while simpler matters are resolved on alternative channels. This approach relieves pressure on phone lines and gives customers flexibility in how they engage with your business.
Speech analytics
Incorporating a speech analytics tool, like Spokn AI, can provide post-call summaries and real-time insights into customer sentiment, helping to identify stress points or frequently asked questions that prolong 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 problems efficiently.
Coaching and monitoring
Ongoing coaching enables agents to develop faster and more effective call-handling skills. Meanwhile, live monitoring allows managers to offer immediate support if calls head in a difficult direction. Better agent performance and guidance translate directly to lower call durations, reduced wait times, and a better overall customer experience.
Workforce management
Intelligent workforce management tools help contact centres match staffing levels to demand, ensuring that peak times are properly staffed while avoiding employee burnout. These platforms can also facilitate real-time adjustments — such as calling in extra help or rescheduling breaks if an unexpected spike in calls occurs.
Commenting on the potential for HMRC and other large organisations to reduce hold times, Booth said: “It’s about putting the right technology in place and giving customers options. Adopting these strategies not only cuts waiting times but also builds trust and loyalty among consumers.”
Yet, despite such industry advice, HMRC’s phone lines remain under intense scrutiny as the tax deadline looms. With calls expected to ramp up in the coming weeks, many will be watching closely to see if the department can address mounting frustrations over long queues and abrupt disconnections.
