The taxman’s decision to hire an additional 1,000 call centre staff, in the wake of complaints about long waiting times for tax payers phoning costly help lines has been welcomed by the Association of Charted Certified Accountants.
Chas Roy-Chowdhury, head of taxation at the ACCA, said: “This is a much needed boost to staffing levels to help HMRC meet its contact centre targets.
“It’s an investment to future proof HMRC, which promised the Treasury’s Select Committee that a target to meet 90 per cent of all calls would be met in two years. But the announcement means HMRC is aiming to be ahead of target and on track to meet the challenge by March 2013.
“The volume of calls they receive is huge – some 60 million a year – and with job losses and staff cuts over recent years, this has dented staff morale.
“This is why we welcome this announcement and look forward to seeing further improvements in service for the UK taxpayer.”