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DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER (VİMER)

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Presentation on theme: "DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER (VİMER)"— Presentation transcript:

1 DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER (VİMER)

2 CONTENTS General İnformation-Activities Aim Of TCC (VİMER) Organization Call Process - Statistics Future Plans - Succes

3 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

4 Before After TCC (VİMER) Activities Alo Public Finances 189 TCC Denunciation Taxpayer’s grievance Denunciation Taxpayer’s grievance İnformation Learning of MVT dept

5 Standard, 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 Aim Of Tax Communication Center (VİMER) To give services of warning, complaint and information from a single center Professional Service

6 ORGANİZATİONAL CHART Presidency Of Tax Office (29 ) Department Of Strategy Development Department Of Revenue Management ( II-III ) Department Of EU and Foreıgn Affaırs DEPUTY COMMISSIONER Department 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 ) MİNİSTER Department of consultancy and Public Relation DEPUTY COMMISSIONER Department Of Revenue Management ( I )

7 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 ) Denunciation Complaints ( 1 Staff ) TCC (VİMER) ORGANİZATİON CHART

8 Call Process Tax Payers İnformation Taxpayer Representativei Team Leader Responsible Office in PRA VDintraData %98,1 0 %1,9 Learning of MVT Dept Denunciation Grievance

9 Call Quality Evaluation Vergi Daireleri Defterdarlıklar, Başkanlıklar, Bölgesel olarak kurulmuş olan Alo Maliye 189 Telefon hattı birimlerinde almaktaydı CALL PROCESS SKILLSKILLKNOWLEDGEKNOWLEDGE 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

10 Call Statistics Total /Avarage Total Calls 175, ,439 1,108,580 Denunciation- Grievance Calls ,548 33,114 / 8,675 % of Call Quality 91,4691,591,489,1890,89 Avarage Talk Time 04:0204:1703:3704:2304:08 % of Direct answered calls 97,697,897,498,697,85 Service Level ( % answered calls in first 30 second ) 97,697,897,783,6294,18

11 Call Statistics * ( First month) Total /Avarage Total Calls 175, ,439 47,2171,155,797 Denunciation- Grievance Calls ,548 1,58634,700 / 6,940 % of Call Quality 91,4691,591,489,1891,5891,02 Avarage Talk Time 04:0204:1703:3704:2304:0404:08 % of Direct answered calls 97,697,897,498,698,398,10 Service Level ( % answered calls in first 30 second ) 97,697,897,783,6286,3791,4

12 Internet Tax Office Operations Specialization Process Standardization-Certification Performance Studies R&D- Quality Studies TCC (VİMER) Future Plans

13 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.

14 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)’’

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