[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 awareness of non-payers, 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 the selection process, our operational scheme based on business performance has been 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 in contact rates of over 80%, payment promises of over 50%, and collection rates of over 30%. Additionally, effective staffing based on connection rate surveys during calling hours has improved the total number of calls by approximately 30%, allowing city staff to focus on core tasks and ensuring 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> ■ City Tax, Prefectural Tax, Property Tax, Urban Planning Tax, Light Vehicle Tax, National Health Insurance <Business Content> ■ Outgoing ・ Call for voluntary payment of city 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 unknown contacts ・ Creating and sealing reminder letters ・ Preparing business 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 back-office operations. We will maximize the total solutions and knowledge of the Altius Link Group to support our clients' future with assured quality.