Gordon Campbell | Parliament TV | Parliament Today | News Video | Crime | Employers | Housing | Immigration | Legal | Local Govt. | Maori | Welfare | Unions | Youth | Search


New callback service rolled out across Call Centre


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.’’


© Scoop Media

Parliament Headlines | Politics Headlines | Regional Headlines

Back Again: Government Approves TPP11 Mandate

The Government has approved a negotiating mandate for Trans-Pacific Partnership 11 (TPP11), which will ensure New Zealand businesses remain competitive in overseas markets.

Trade Minister Todd McClay says New Zealand will be pushing for the minimal number of changes possible to the original TPP agreement, something that the remaining TPP11 countries have agreed on. More>>




Gordon Campbell: On Why Labour Isn’t Responsible For Barnaby Joyce

As a desperate Turnbull government tries to treat the Barnaby Joyce affair as a Pauline Hanson fever dream – blame it on the foreigners! We’re the victims of the dastardly New Zealand Labour Party! – our own government has chosen to further that narrative, and make itself an accomplice. More>>


Rail: Greens Back Tauranga – Hamilton – Auckland Service

The Green Party today announced that it will trial a passenger rail service between Auckland, Hamilton and Tauranga starting in 2019, when it is in government. More>>


Housing: Voluntary Rental Warrant Of Fitness For Wellington

Wellington City Council is partnering with the University of Otago, Wellington, to launch a voluntary Rental Warrant of Fitness for minimum housing standards in Wellington, Mayor Justin Lester has announced. More>>


Treaty: Agreement In Principle Signed With Moriori

“The Crown acknowledges Moriori was left virtually landless from 1870, hindering its cultural, social and economic development. The Crown also acknowledges its contribution to the myths that the people of Moriori were racially inferior and became extinct." More>>


Susan Devoy: Call For Inquiry Into State Abuse Reaches UN

Race Relations Commissioner Dame Susan Devoy is in Geneva and has asked a United Nations committee to urge the New Zealand government to initiate an inquiry into the physical and sexual abuse of children and disabled people held in state institutions. More>>


(Not National): Cross-Party Agreement On Pike River Re-Entry

The commitment was signed this afternoon by the leaders of Labour, United Future, The Maori Party, and the Green Party and, together with the earlier commitment by New Zealand First, means that there is now a Parliamentary majority behind the families’ fight for truth and justice. More>>






Featured InfoPages

Opening the Election