HMRC chief executive Lin Homer has announced the department will spend up to an extra £34m and recruit up to 1000 extra contact centre staff to achieve its target of answering 90% of calls.
Currently, HMRC employs 8,500 staff who answered 48% of calls in 2010/11 and 74% in 2011/12. The latest decision brings forward HMRC's 2015 target for answering calls to March next year. Homer sa...
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