HMRC listed as most frustrating customer service line in UK

HM Revenue and Customs’ (HMRC) call centre has been listed as the UK’s most frustrating customer service line in the UK, according to the latest "Rage Index".
 
The call centre database, which has been collated by Nigel Clarke of Please Press 1 following seven years of researching, calling and cataloguing the phone menus of several hundred companies, placed the tax authority in first place ahead of Currys/PC World and BT respectively.
 
HMRC receives up to 60 million calls a year and is said to confuse callers with complex telephone menus, with up to 400 menu options in total, according to Please Press 1 founder, Clarke.
 
BT, Sky and the TV Licensing Agency are the newest entrants to the "Rage Index", while Lloyds TSB, Halifax, Direct Line and Co-operative Insurance have all dropped out of the top twenty most frustrating customer service lines since the first index was published in July.
 
The index was recently updated following a "vast amount of feedback" from social media networks as well as the pleasepress1.com website.
 
Mr Clarke said: "It’s a widespread issue yet some of these companies actually say they pride themselves on their customer service.
 
"There is a real buyer beware message here and the index is useful for both existing customers and those who are considering their options."
 
Meanwhile HMRC has defended its caller options, but confirms it will be reviewing its telephony system in the coming months.
 
"HMRC receives around 60 million calls a year to its helplines, covering a wide range of subjects, so there will always be a number of different options for callers," an HMRC spokesperson said.
 
"In all cases, callers will be presented with up to six main options. Based on their selection, sub options become available so that the customer gets all the information they require.
 
"We are currently looking at our telephony system and will be introducing improvements to our call system later this year to help customers get their enquiries dealt with as quickly as possible."

Date published 19 Sep 2013 | Last updated 19 Sep 2013