DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER VMER

DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER (VİMER)

CONTENTS General İnformation-Activities Aim Of TCC (VİMER) Organization Call Process - Statistics Future Plans - Succes

TCC (VİMER) General Information Works with 83 employees between 9 a. m-7 p. m during weekdays Calls are charged over local call prices All of the calls are recorded Answering calls from Ankara since December 25, 2007 and February 2008 Answering calls from all cities except İstanbul since February 2008 – March 2008 , and all calls from Turkey and abroad since March 1, 2008

TCC (VİMER) Activities Before After TCC Alo Public Finances 189 444 0 189 • Denunciation • Taxpayer’s • İnformation grievance • Learning grievance of MVT dept

Aim Of Tax Communication Center (VİMER) To give services of warning, complaint and information from a single center Standard, true and manageable information Easy Access, High quality service Professional Service To provide the taxpayers with correct and legal information regarding their obligations and to establish an attainable communication center within the Tax Administration in order to provide high quality taxpayer services

ORGANİZATİONAL CHART MİNİSTER COMMISSIONER Presidency Of Tax Office (29 ) Department of Legal Consultancy Presidency Large Taxpayers Tax Office Department of consultancy and Public Relation DEPUTY COMMISSIONER Department Of Revenue Management ( II-III ) Department Of EU and Foreıgn Affaırs DEPUTY COMMISSIONER Department Of Human Reources Depatment Of Revenue Controllers Department Of Implatation And Data Management Department Of Revenue Management ( I ) Department Of Support Service Department Of Taxpayer Services Department Of Audit And Management Of Compliance Department Of Collection And Disputed Cases DEPUTY COMMISSIONER Department Of Strategy Development Tax Communication Center ( TCC ) 444 0 189

TCC (VİMER) ORGANİZATİON CHART Tax Communication Center ( 83 Staff ) General Coordinator ( 1 Staff ) Reporting Statistics ( 1 Staff ) Planning and Forecast ( 1 Staff ) Content ( 3 Staff ) Human Resources ( 1 Staff ) R&D- Quality (1 Staff ) Supervizor ( 3 Staff ) Senior Team Leader ( 1 Staff ) Team Leader ( 12 Staff ) Technical Support ( 1 Staff ) Taxpayer Representatives ( 54 Staff ) Education Team ( 1 Staff ) Denunciation Complaints ( 1 Staff )

Call Process Tax Payers 444 0 189 Data VDintra İnformation Learning of MVT Dept Taxpayer Representativei Responsible Office in PRA Denunciation Grievance %98, 10 %1, 9 Team Leader

Call Quality Evaluation CALL PROCESS SKILL KNOWLEDGE • Efficient listening Preparation to the • Efficient behaviour interview • Empathy • Greeting • Grammer • Identification detection • Speaking Fluently • Using knowledge • Abstracting the question • Loyalty • Using system • Interrogation • Managing the Vergi Daireleri • Correct answer • Holding on interview Defterdarlıklar, • Abstracting the answer Başkanlıklar, • Endurance against • Preparation closedown Bölgesel olaraktokurulmuş olan Alo Maliye 189 Telefon hattı birimlerinde almaktaydı difficulties • Closedown • Using the name •

Call Statistics 2008 2009 2010 175, 582 198. 427 254. 132 480, 439 1, 108, 580 --- 1. 135 9. 431 22, 548 33, 114 / 8, 675 91, 46 91, 5 91, 4 89, 18 90, 89 04: 02 04: 17 03: 37 04: 23 04: 08 % of Direct answered calls 97, 6 97, 8 97, 4 98, 6 97, 85 Service Level ( % answered calls in first 30 second ) 97, 6 97, 8 97, 7 83, 62 94, 18 Total Calls Denunciation. Grievance Calls % of Call Quality Avarage Talk Time 2011 Total /Avarage

Call Statistics 2008 2009 2010 2011 2012 * ( First month) Total /Avarage 175, 582 198. 427 254. 132 480, 439 47, 217 1, 155, 797 --- 1. 135 9. 431 22, 548 1, 586 34, 700 / 6, 940 91, 46 91, 5 91, 4 89, 18 91, 58 91, 02 04: 17 03: 37 04: 23 04: 04 04: 08 % of Direct answered calls 97, 6 97, 8 97, 4 98, 6 98, 3 98, 10 Service Level ( % answered calls in first 30 second ) 97, 6 97, 8 97, 7 83, 62 86, 37 91, 4 Total Calls Denunciation. Grievance Calls % of Call Quality Avarage Talk Time

TCC (VİMER) Future Plans Internet Tax Office Operations Specialization Process Standardization-Certification Performance Studies R&D- Quality Studies

2010 Yılı İstanbul Call Center Awards VİMER won the second award in The Best Call Center Photograph category with the photo of Naci YILDIRIM in the 4. İstanbul Call Center Awards arranged by IMI Conferences.

2009 İstanbul Call Center Awards VIMER was nominated in four branches and won three awards in the 4. İstanbul Call Center Awards arranged in 11 different categories by IMI Conferences. These awards are ‘’Jury Special Award’’, ‘’The Most Praiseworthy Director Award (Demet ÜNAL)’’ and ‘’The Best Customer Representative Award (Serkan UYAROĞLU)’’

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