ROI Calculator Assumptions

Time to reach the Holding Queue

We estimate the average time to reach the HMRC holding queue is 6 minutes, which is lost on every call.

This is the call drop rate, with HMRC experiencing a 20% – 35% dropout rate, as reported in The Times and our own experience. We estimate that the average dropped call lasts 29 minutes. A couple of our sources for this information are below as well as our own experiences. In this instance we just re-try the call so you don’t even know it has happened.,,

Efficiency, a value you enter, indicates your work performance when on hold. Studies suggest people can’t multitask effectively, with an estimated 60% efficiency during holds. Numerous articles support this notion. See the following article

The calculator excludes cost savings from NoQu handling all calls, as we do not factor them in due to varying tariffs. These savings are additional

Some organizations hire low-cost admin staff to handle HMRC calls, often apprentices at an initial weekly cost ranging from £212 to £300, which increases annually.  You also have an obligation to train the apprentice so they get a recognised qualification which you have to contribute to. This means you will pay for 40 hours of work but will not have the apprentice for 40 hours and if you do not do 40 hours of weekly calls you have to find other work to fill the time.  NoQu you choose and pay for what you need and this is typically a lot less the cost of an apprentice. Also this level of staff tend to have a high turnover which will impact on your or more expensive colleagues valuable time in training

Extended wait times during phone calls can harm individuals, as research indicates that waits exceeding 5 minutes and 58 seconds can increase anxiety and stress, affecting performance even after the call. NoQu eliminates this issue, potentially boosting both in-call productivity and post-call performance


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