The taxman has admitted missing all call waiting time targets this year as inquiries surged during the pandemic. The average wait has risen by around a quarter since last year from five minutes 14 seconds to six minutes 39 seconds. It means it has missed both goals two years running, during which time average wait times have increased by almost 50 per cent. The shortfall was made worse by the fact it recruited 268 fewer staff to its customer service team than planned this year. 'Coupled with resourcing challenges carried forward from 2018 to 2019, it meant we didn’t meet all our full-year customer service targets.’

Source: Daily Mail November 06, 2020 01:13 UTC