department of taxpayer services tax communication center (vİmer)
TRANSCRIPT
DEPARTMENT OF TAXPAYER SERVICESTAX COMMUNICATION CENTER
(VİMER)
CONTENTS
General İnformation-Activities
Aim Of TCC (VİMER)
Organization
Call Process - Statistics
Future Plans - Succes
Works with 83 employees between 9 a.m-7 p.m during weekdays
All of the calls are recorded
Calls are charged over local call prices
Answering calls from Ankara since December 25, 2007 and February 2008
Answering calls from all cities except İstanbul since February 2008 – March 2008 , and all calls from Turkey and abroad since March 1, 2008
TCC (VİMER) General Information
BeforeBefore AfterAfter
TCC (VİMER) Activities
Alo Public Finances
189
TCC
444 0 189
•Denunciation
•Taxpayer’s grievance
•Denunciation
•Taxpayer’s grievance
•İnformation
•Learning of MVT dept
Standard, true and manageable informationStandard, true and manageable information
To provide the taxpayers with correct and legal information regarding their obligations and to establish an attainable communication center within the
Tax Administration in order to provide high quality taxpayer services
Easy Access, High quality service Easy Access, High quality service
Aim Of Tax Communication Center (VİMER)
To give services of warning, complaint and information from a single centerTo give services of warning, complaint and information from a single center
Professional ServiceProfessional Service
ORGANİZATİONAL CHART
Presidency Of Tax Office (29 )
Department Of Strategy Development
Department Of Revenue
Management ( II-III )
Department Of EU and Foreıgn
Affaırs
DEPUTY COMMISSIONE
RDepartment Of Human Reources
Department Of Support Service
Department Of Implatation And
Data Management
Depatment Of Revenue
Controllers
Department Of Audit And
Management Of Compliance
Department Of Collection And Disputed Cases
COMMISSIONER
Presidency Large Taxpayers Tax
Office
Department Of Taxpayer Services
Department of Legal Consultancy
Tax Communication
Center ( TCC )
444 0 189
MİNİSTER
Department of consultancy and Public Relation
DEPUTY COMMISSIONE
R
DEPUTY COMMISSIONE
R
DEPUTY COMMISSIONE
R
DEPUTY COMMISSIONE
R
Department Of Revenue
Management ( I )
General Coordinator( 1 Staff )
Team Leader( 12 Staff )
Planning and Forecast ( 1 Staff )
Reporting Statistics( 1 Staff )
Human Resources( 1 Staff )
Content ( 3 Staff )
Education Team
( 1 Staff )
R&D- Quality
(1 Staff )
Supervizor( 3 Staff )
Taxpayer Representatives
( 54 Staff )
Technical Support( 1 Staff )
Tax Communication Center
( 83 Staff )
Senior Team Leader
( 1 Staff )
DenunciationComplai
nts ( 1 Staff )
TCC (VİMER) ORGANİZATİON CHART
Call Process
Tax Payers
444 0 189 İnformation
TaxpayerRepresentativei
Team Leader
ResponsibleOffice in PRA
VDintraData
%98,10 %1,9
Learning of
MVT Dept
Denunciation
Grievance
Call Quality Evaluation
Vergi DaireleriDefterdarlıklar,Başkanlıklar,Bölgesel olarak kurulmuş olan Alo Maliye 189 Telefon hattı birimlerinde almaktaydı
CALL PROCESSCALL PROCESSCALL PROCESSCALL PROCESS SKILLSKILLSKILLSKILL KNOWLEDGEKNOWLEDGEKNOWLEDGEKNOWLEDGE
• Preparation to the interview• Greeting• Identification detection• Abstracting the question• Interrogation• Holding on• Abstracting the answer• Preparation to closedown• Closedown
• Preparation to the interview• Greeting• Identification detection• Abstracting the question• Interrogation• Holding on• Abstracting the answer• Preparation to closedown• Closedown
• Efficient listening• Efficient behaviour• Empathy• Grammer • Speaking Fluently• Loyalty• Managing the interview• Endurance against difficulties• Using the name
• Efficient listening• Efficient behaviour• Empathy• Grammer • Speaking Fluently• Loyalty• Managing the interview• Endurance against difficulties• Using the name
• Using knowledge• Using system• Correct answer
• Using knowledge• Using system• Correct answer
Call Statistics
2008 2009 2010 2011 Total /Avarage
Total Calls 175,582 198.427 254.132 480,439 1,108,580
Denunciation-Grievance Calls --- 1.135 9.431 22,548 33,114 / 8,675
% of Call Quality91,46 91,5 91,4 89,18 90,89
Avarage Talk Time04:02 04:17 03:37 04:23 04:08
% of Direct answered calls 97,6 97,8 97,4 98,6 97,85
Service Level ( % answered calls in first 30 second ) 97,6 97,8 97,7 83,62 94,18
Call Statistics
2008 2009 2010 2011 2012 *
( First month)Total /Avarage
Total Calls 175,582 198.427 254.132 480,439 47,217 1,155,797
Denunciation-Grievance Calls --- 1.135 9.431 22,548 1,586 34,700 / 6,940
% of Call Quality91,46 91,5 91,4 89,18 91,58 91,02
Avarage Talk Time04:02 04:17 03:37 04:23 04:04 04:08
% of Direct answered calls 97,6 97,8 97,4 98,6 98,3 98,10
Service Level ( % answered calls in first 30 second ) 97,6 97,8 97,7 83,62 86,37 91,4
Internet Tax Office Operations
Specialization
Process Standardization-Certification
Performance Studies
R&D- Quality Studies
TCC (VİMER) Future Plans
2010 Yılı İstanbul Call Center Awards
VİMER won the second award in The Best Call Center Photograph category with the photo of
Naci YILDIRIM in the 4. İstanbul Call Center Awards arranged by IMI Conferences.
2009 İstanbul Call Center Awards
VIMER was nominated in four branches and won three awards in the 4. İstanbul Call Center Awards arranged in 11 different categories by IMI Conferences. These awards are ‘’Jury Special Award’’, ‘’The Most Praiseworthy Director Award (Demet ÜNAL)’’ and ‘’The Best Customer Representative Award (Serkan UYAROĞLU)’’
THANK YOU.THANK YOU.