HMRC phone line

[DynamoKev]

When you ring HMRC they have an automated system that demands information from you, like name, address etc
In the unlikely event you are lucky to get through to anyone, they then ask you all the questions you already answered.
AIBU to wonder what the point of demanding the exact same data twice is?

I've wondered this and a few companies do this.
I don't know why they do this... I can only assume that if they keep on the phone long enough then they make money out of your call but HMRC can't do this.
I suspect their systems aren't actually integrated but make it sound like you are.
I had to phone a utility company and a phone provider recently and it was exactly the same. Key in or say your details but then 15 minutes later , when you actually get to speak to someone you have to give the same info again.

HMRC has a voice recognition system - why?
What possible value does that add? Or maybe it was Sir Bufton Tufton’s mate’s company.

I don't know, but have you tried using their webchat instead? They can do the same stuff as on the phone.

A few companies do this. They ask you to say or type your phone number in for example but as soon as you get through to a human they ask for it again. So stupid.

No I haven’t tried the web chat.

I think it’s to make people give up and stop trying.

I hate this. Absolutely fucking crap. I argue with every support person on this - why are you asking me AGAIN? I am polite (as it is not their fault). But JFC. It is beyond ridiculous - the concept was introduced to speed up customer service.

I hate these! And I have a pretty non descript accent, I always wonder how it deals with people who have strong accents, especially where it won’t move you on unless it recognises what you’re saying.

Thankfully when I worked in a call centre we didn’t have that nonsense because I think the only thing more annoying than dealing with it as a customer would be having to listen to customers complain about it knowing it’s something I can’t do anything about.

My bank has voice recognition and it drives me mad.

It asks me something and I'll answer yes, for instance, but it won't hear/understand me and will just repeat the question; I've ended up shouting at it before now, which does eventually seem to work.

It also asks the reason for the call, I'll give an answer, at which point it's supposed to repeat what you've said and you are then connected to that automated service, but it will very often say something completely different and I end up being connected with something I don't want.

Very annoying and time wasting.

I'm from the south east of England and my accent is a pretty standard Surrey accent; quite similar, in fact, to the voice of the voice recognition system - although, I don't sound like a computer obviously - so I don't understand why I have such trouble making it understand me.