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.


Building Capacity final report November 2013

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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