A new telecoms utility has been rolled out in some call centres due to its initial popularity.
Callback systems have been put in place across Inland Revenue customer care complexes after a successful trial.
David Uddy, group manager assistance for the organisation, commented the probation period had yielded "enormously positive" results.
He added: "Whether it's business or personal tax matters people have been calling about, people say it is saving them time and is very helpful."
The system involves those contacting the call centre being told how long they will have to wait to speak to an operator, and they are then given the choice of staying on the line or having the centre ring them later in the day.
Mr Uddy went on to say around 60 per cent of customers are opting for the new callback option.
Elsewhere, figures released by the Office for National Statistics show call centre workers are more likely to take time off due to illness than those in other sectors.
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