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

Before After

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 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

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

RDepartment 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 PROCESS SKILLSKILL KNOWLEDGEKNOWLEDGE

• 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

• Using knowledge• Using system• Correct answer

Call Statistics

2008 2009 2010 2011 Total /Avarage

Total Calls 175,582 198.427 254.132 480,439 1,108,580Denunciation-

Grievance Calls --- 1.135 9.431 22,548 33,114 / 8,675

% of Call Quality 91,46 91,5 91,4 89,18 90,89

Avarage Talk Time 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

Call Statistics

2008 2009 2010 2011 2012 *( First month) Total /Avarage

Total Calls 175,582 198.427 254.132 480,439 47,217 1,155,797Denunciation-

Grievance Calls --- 1.135 9.431 22,548 1,586 34,700 / 6,940

% of Call Quality 91,46 91,5 91,4 89,18 91,58 91,02

Avarage Talk Time 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

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.