Corporate report

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

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

• From: HM Revenue & Customs
• Published: 26 November 2013

Documents

Building Capacity final report November 2013

PDF, 36 KB, 7 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

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.

Published 26 November 2013