[CRM/BPO Implementation Case] Government Agency City Tax Payment Information Call Center Operations
Achieved the standardization of the training system! Improved contact rate to over 80%, payment promise rate to over 50%, and collection rate to over 30%!
To improve municipal tax revenue, various measures are necessary, including raising the tax payment awareness of delinquents, managing arrears, and strengthening management. The city has decided to outsource in order to achieve more effective and significant improvements in collection rates. A proposal-based comprehensive evaluation method will be used for vendor selection, and as a result of this selection process, our operational scheme based on our business performance was evaluated, leading to the awarding of the contract. Maxcom has created business flows, FAQs, and talk scripts, achieving uniformity in the training system, which has eliminated variations in operator response skills and quality. This has resulted in an improvement of over 80% in contact rates, over 50% in payment promises, and over 30% in collection rates. Additionally, by deploying personnel based on effective connection rate surveys during call hours, the total number of calls has increased by approximately 30%, allowing city staff to focus on core tasks and enhancing overall operational efficiency. [Business Overview (Excerpt)] ■ Provided Services: CRM (Call Center) BPO (Back Office) ■ Scale: 40,000 cases/year *For more details, please refer to the PDF document or feel free to contact us.
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【Overview of Other Operations】 <Applicable Taxes> ■ Municipal Tax, Prefectural Tax, Fixed Asset Tax, City Planning Tax, Light Motor Vehicle Tax, National Health Insurance <Operations> ■ Outgoing ・ Call for voluntary payment of municipal taxes ・ Promotion of direct debit ■ Incoming ・ Responding to calls to the tax payment information center ・ Handling complaints ■ Administrative Agency ・ Sending application forms to those wishing to use direct debit ・ Investigating phone numbers for those with unknown numbers ・ Creating and sealing reminder letters ・ Preparing operation manuals *For more details, please refer to the PDF document or feel free to contact us.
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For more details, please refer to the PDF document or feel free to contact us.
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Our company provides high-quality services to client companies with the operational know-how and capabilities cultivated through our back-office operations. We will maximize the total solutions and knowledge of the Altius Link Group to support our clients' future with assured quality.