FBR inaugurates new contact center to facilitate tax-payers
Islamabad: A newly-furbished and modernized Contact Center to promptly respond to taxpayers’ queries and give them relevant information in real time was inaugurated by Chairman Federal Board of Revenue (FBR) Dr. Mohammad Irshad at its headquarters on Thursday.
Briefing the Chairman about the FBR Contact Center, Member FATE Dr. Fazal Muhammad Abrejo said the facility was based on the CRM (Customer Relationship Management) Software being used by top companies in the world to improve customer’s contact experience.
In January 2017, the Federal Board of Revenue implemented the latest CRM that tracks, monitors, and archives issues reported by the taxpayers. Customer can now lodge complaints by sending emails to [email protected], calling the helpline UAN, and also by visiting the FBR’s website www.fbr.gov.pk. CRM also helps in analyzing the kind of issues that are frequently reported and time taken to resolve an issue.
Through the development of Iris Software Utility, often reported issues can now be resolved over the phone when a taxpayer calls on helpline. The Iris Utility is linked with NADRA (National Data Base and Registration Authority) database and automatically fetches all data to be updated in the Iris system. Relevant information that can be updated in the system using this facility includes date of birth, special person credit, senior citizen credit, name correction, CPR (Computerized Payment Receipt) issues and Income Tax return information. The Chairman was further told that the FATE Wing had conducted a number of trainings of Contact Center employees for capacity building and three different manuals were written on Professionalism and Courtesy, Income Tax Return Filing as well as on Sales Tax and FED Return related issues.
The first training was imparted in “Professionalism and Courtesy” to acquaint the agents in basic etiquette while talking to clients so that all agents use standard greetings, place clients on hold properly and use a standard closing. Based upon this training, one call of each agent is checked by the respective supervisor and a score is given.
The second training introduced basic tax laws related to return filing and wealth statement. Agents were given a walk-through in Iris and explained different provisions of law. The third training introduced basic Sales Tax and FED return filing and related issues. Agents were given a walk-through in Sales Tax Portal and information that needed to enter in different annexes.
