Some people calling HM Revenue and Customs (HMRC) from a mobile phone with a routine question will have it answered by text message, rather than waiting to speak to someone. The new service is now being trialled and will direct routine helpline calls to online services where certain queries can be resolved quickly and easily.
Texts will automatically be triggered, based on customers' reasons for calling, and will include direct links to relevant online information. Throughout January, HMRC expects around 170,000 calls from customers with queries which can be answered swiftly online, such as resetting a password.
HMRC believes the move will help to free up its advisers to deal with people with more complex queries as well as providing callers with a routine question with a better service. The trial started on Thursday, January 19, more than a week ahead of the Self-Assessment deadline at the end of this month.
