Agent contact with HMRC - pilot extended

Background

The pilot was to run for 3 months from 1.12.06 until 28.2.07 which deliberately included January so that the methods were tested fully. We know however, from your professional bodies, that some of you found it difficult to participate during this busy period.

Participation

As indicated in our last update on 19th January, the telephone numbers given to you for the pilot have been used but not as fully as we might have hoped. 2500 firms were invited to participate but we have only received 670 calls on the non APL numbers so far. The feedback rate on the calls registered is approximately 24%.

Pilot - Extended Dates

We have been advised by our analysts that the amount of feedback we are getting will not be enough on which to base any major decisions. We have identified other ways of sampling the calls but the main measure of your success at first point of contact must be your feedback.
Because of this we are extending the pilot until 30th April and have written again to agents who use the Manchester Contact Centre to take part or begin to take part now and supply us with feedback. New participants will be very welcome even though the pilot is already in progress. Early indications are that participation is increasing which is very welcome.

If you are a customer of Manchester Contact Centre i.e. you normally call any of the following numbers;

0845 300 0627 (Chapel Wharf)
0845 302 1463 (East Cheshire South Manchester)
0845 366 7815 (North West Midlands and Shropshire)
0845 366 7884 (Midlands West)

but if you have not received an invitation from HMRC to participate in the pilot, and would be prepared to do so, please telephone

Helen Lynch on 0161 261 3465

Customer Contact Directorate

Thank you for your support.