Building capacity in HMRC contact centres: a report into private sector trials

26 Nov 2013 03:32 PM

A report into a small-scale private sector trial, which saw two external suppliers appointed to answer calls from tax credit customers.

Building Capacity final report November 2013

PDF, 36KB, 7 pages

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Detail

The trial was designed to help HM Revenue & Customs understand the implications of using external suppliers to increase capacity during times of peak demand – an approach recommended by the National Audit Office.