(2) how many calls to HM Revenue and Customs helplines in 2006 received an engaged tone; what the reasons were for the proportion of engaged calls as a percentage of total calls; and if he will make a statement.
The following table shows the number of calls receiving an engaged tone for (a) the tax credit helpline and (b) other helplines operated as part of HMRC’s centrally managed Contact Centre Network.
February March Tax credits 2 6 Other helplines 6,912 5,887 1 Call attempts where the caller was played an engaged tone. Note: Figures in thousands rounded to the nearest thousand.
Engaged tones occur mainly at the busiest periods when callers constantly hit the redial button on modern telephone handsets.
Engaged tone figures for 2006 will be available in the new year.