[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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