The latest period for which figures are available is October 2009. During this period, in HM Revenue and Customs’ centrally managed network of contact centres, the:
(a) average time to answer a call was 37 seconds;
(b) average waiting time for a member of the public during a call, that is the time spent on-hold during their conversation, was 15 seconds;
(c) percentage of calls not answered was 5.7 per cent. of the total call attempts, as measured by the number of engaged tones and busy messages that were played; and
(d) average time to handle a call (including any additional time taken by the adviser to carry out work related to call after it has ended) was six minutes four seconds.