Following criticism for failing to answer tens of thousands of calls and subjecting taxpayers and accountants to long delays on the phone, HM Revenue and Customs (HMRC) is currently trialling voice recognition software that allows customers to pass security checks faster and more securely.
This latest trial is part of a series of measures that the Labour government says will modernise HMRC services, alongside the continued roll-out of Making Tax Digital and the simplification of other systems, such as the declaration of income from ‘side hustles’.
According to a report by the Public Accounts Committee, HMRC’s phone line went dead on 43,690 customers who had been waiting 70 minutes or more to reach an advisor during the 2023-24 financial year. The committee accused HMRC of running a ‘deliberately poor’ phone service to encourage taxpayers to go online—although the tax authority described that claim as ‘completely baseless’.
Average call waiting times reached record levels during the 2023-24 tax year, up to 23 minutes from 16 minutes in 2022-23, while the report found that HMRC answered just 66.3% of customer calls—well short of their 85% target
Prior to the trial, Treasury minister James Murray and HMRC officials met with companies including Natwest and Octoput Energy in a bid to learn how companies in the private sector approach customer service. As well as voice recognition software, companies are also increasingly using AI for customer service to reduce the burden on human agents.
Let Warr & Co take the problem off your hands
It remains to be seen whether or not the government’s trial will be successful, and whether or not this means that thousands of taxpayers will be able to get through to HMRC quicker—and more successfully.
However, one way to ensure you don’t have to worry about being kept on the phone listening to repetitive hold music is to let us take care of all your tax and accounting needs for you.
We specialise in providing expert sole trader and small business accounting services, allowing you to focus on what you do best. To find out more about how we can help you to avoid the hassle of dealing with HMRC, as well as ensuring your as tax efficient as possible, get in touch with our team today
©2024 Warr & Co Chartered Accountants. Warr & Co Chartered Accountants is a member of The Institute of Chartered Accountants in England & Wales (ICAEW). Whilst the information detailed here is updated regularly to ensure it remains factually correct, it does not in any way constitute specific advice and no responsibility shall be accepted for any actions taken directly as a consequence of reading it. If you would like to discuss any of the points raised and / or engage our services in providing advice specific to your personal circumstances, please feel free to contact any one of the partners or consultants on 0161 477 6789 or contact us via our website forms. A full list of our directors is available at our registered office. Warr & Co Chartered Accountants are registered to carry our audit work in the UK, our audit registration number is C002961684, for more information please visit www.auditregister.org.uk.