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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: telephone contact: telephone technique: inbound calls

When receiving a call from a customer you should

  • answer with the correct greeting (DMBM510330)
  • verify the caller correctly (DMBM512800)
  • ask appropriate questions to ensure you fully understand the nature of the call (DMBM510390)
  • summarise the call with the customer, making sure any further action that is required is clear to them and to you
  • end the call appropriately
  • be professional at all times

After the call has ended

  • note the record correctly using the correct abbreviations for an inbound call and
  • always start the note with your PID (DMBM900520).

If any follow up work is needed for example; a letter, then do this after the call has finished.

DMTC staff should ensure that they use the correct codes for each stage of the process.