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New callback service rolled out across Call Centre

MEDIA RELEASE

6 November 2008

New callback service rolled out across Call Centre

Positive feedback about a new customer callback system being piloted by Inland Revenue has led to it being rolled out across most of the Call Centre’s toll-free numbers.

In August, a callback pilot began on three Inland Revenue 0800 numbers to make it easier for customers to get answers to queries.

Callers are told the estimated wait time, and can choose whether to stay on the line or be called back. If they opt for a callback, the system holds their place in the queue and the customer is phoned back when they reach the front of the queue.

“We’ve had an enormously positive response from customers about the service,” said Group Manager Assistance, David Udy.

“Whether it’s business or personal tax matters people have been calling about, people say it is saving them time and is very helpful. We’re finding around 60 per cent of customers have been opting for callback.’’

Mr Udy said Inland Revenue was committed to improving management of call volumes. ‘’Consequently, we’ve brought most of the remaining roll-out of this new system in ahead of schedule.”

The callback system is now available on nearly all Inland Revenue’s 0800 numbers.

Inland Revenue receives up to 104,000 calls a week, with almost five million calls received for the year to June 30.

Mr Udy said calls to Inland Revenue can be complex. “We try to answer customer queries thoroughly so that they do not need to ring us back. We take as long as is needed to try to ensure the customer’s query has been fully answered.’’


ENDS

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