Case Study: Her Majesty's Revenue & Customs achieves improved first-call resolution and compliance with Verint Systems' Impact 360

Her Majesty's Revenue and Customs - Customer Case Study

Her Majesty’s Revenue & Customs (HMRC) faced a major customer‑service challenge: legacy contact processes and strict office hours led to delays and written requests, while a surge in demand—especially from a national tax credits scheme—meant millions of enquiries needed fast, accurate, and auditable handling across a growing network of contact centres.

HMRC implemented Verint Impact 360 compliance recording across 28 centres and 9,000 advisers, capturing around 50 million calls a year. The solution delivered “Business by Telephone” with extended hours, first‑call resolution, consistent and auditable interactions, and call‑tagging for dispute handling—improving adviser performance, coaching, and overall customer service while increasing channel efficiency.

Her Majesty's Revenue and Customs

Keiron Sanders

Deputy Director, Planning & Resources