DEPARTMENT OF TAXPAYER SERVICES
TAX COMMUNICATION CENTER
(VİMER)
CONTENTS
General İnformation-Activities
Aim Of TCC (VİMER)
Organization
Call Process - Statistics
Future Plans - Succes
TCC (VİMER) General Information
Works with 83 employees between 9 a.m-7 p.m during weekdays
Calls are charged over local call prices
All of the calls are recorded
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) Activities
Before
After
TCC
Alo Public
Finances
189
444 0 189
•Denunciation
•Denunciation
•Taxpayer’s grievance
•Taxpayer’s grievance
•İnformation
•Learning of MVT dept
Aim Of Tax Communication Center (VİMER)
To give services of warning, complaint and information from a single center
Standard, true and manageable information
Easy Access, High quality service
Professional Service
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
ORGANİZATİONAL CHART
MİNİSTER
COMMISSIONER
Presidency Of Tax
Office (29 )
Department of
Legal Consultancy
Presidency Large
Taxpayers Tax
Office
Department of
consultancy and
Public Relation
DEPUTY
COMMISSIONER
Department Of
Revenue
Management
( II-III )
Department Of EU
and Foreıgn
Affaırs
DEPUTY
DEPUTY
DEPUTY
COMMISSIONER COMMISSIONER COMMISSIONER
Department Of
Human
Reources
Depatment Of
Revenue
Controllers
Department Of
Implatation And
Data Management
Department Of
Support Service
Department Of
Audit And
Management Of
Compliance
Department Of
Revenue
Management ( I )
Department Of
Taxpayer Services
Department Of
Collection And
Disputed Cases
DEPUTY
COMMISSIONER
Department Of
Strategy
Development
Tax Communication
Center
( TCC )
444 0 189
TCC (VİMER) ORGANİZATİON CHART
Tax Communication Center
( 83 Staff )
General Coordinator
( 1 Staff )
Reporting
Statistics
( 1 Staff )
Planning and
Forecast
( 1 Staff )
Content
( 3 Staff )
Human
Resources
( 1 Staff )
R&D- Quality
(1 Staff )
Supervizor
( 3 Staff )
Senior Team Leader
( 1 Staff )
Team Leader
( 12 Staff )
Technical Support
( 1 Staff )
Taxpayer Representatives
( 54 Staff )
Education
Team
( 1 Staff )
Denunciation
Complaints
( 1 Staff )
Call Process
Tax Payers
444 0 189
Data
VDintra
İnformation
Learning of
MVT Dept
Taxpayer
Representativei
Responsible
Office in PRA
Denunciation
Grievance
%98,1
0
Team Leader
%1,9
Call Quality Evaluation
CALL PROCESS
SKILL
KNOWLEDGE
• Efficient listening
• Preparation to the
• Efficient behaviour
interview
• Empathy
• Greeting
• Grammer
• Identification detection
• Speaking Fluently
• Using knowledge
• Abstracting the question
• Loyalty
• Using system
• Interrogation
•
Managing
the
Vergi Daireleri
• Correct answer
• Holding on
interview
Defterdarlıklar,
• Abstracting the answer
Başkanlıklar,
• Endurance against
• Preparation
closedown
Bölgesel
olaraktokurulmuş
olan Alo Maliye 189 Telefon hattı birimlerinde almaktaydı
difficulties
• Closedown
• Using the name
Call Statistics
2008
2009
2010
175,582
198.427
254.132
480,439
1,108,580
---
1.135
9.431
22,548
33,114 / 8,675
91,46
91,5
91,4
89,18
90,89
04:02
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
Total Calls
DenunciationGrievance Calls
% of Call Quality
Avarage Talk Time
2011
Total /Avarage
Call Statistics
2008
2009
2010
2011
2012 *
( First month)
Total /Avarage
175,582
198.427
254.132
480,439
47,217
1,155,797
---
1.135
9.431
22,548
1,586
34,700 / 6,940
91,46
91,5
91,4
89,18
91,58
91,02
04:02
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
Total Calls
DenunciationGrievance Calls
% of Call Quality
Avarage Talk Time
TCC (VİMER) Future Plans
Internet Tax Office Operations
Specialization
Process Standardization-Certification
Performance Studies
R&D- Quality Studies
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.