Segmented taxpayers’ groups receive emails of interest, in which both content and wording are adjusted to the specific conditions. Furthermore, the call centre employees have received specially designed training in effective verbal communication.
The call centre employees attended a weekly training program organized by Technical Support with the cooperation of the Belgium Tax Administration about dealing with crises in communicating with taxpayers and different personality types.
The call centre employees receive special training annually on specified tax matters so their tax knowledge is up-to-date. This ensures they fully aware of each case they deal with are able to provide the taxpayers with updated, correct information. This builds trust between the taxpayer and the Greek Tax Authorities.
The call centre employees also received training in communication techniques. To be more specific, they have learned how to address taxpayers in a polite and gentle way and how to recognise different personalities and behaviours. This allows them to adjust their style to effectively deal with that taxpayer.
Such approaches is evaluated from the public in two ways: regarding the call centre, a perception and opinion survey has been held to those taxpayers who have been contacted via phone and their (positive) feedback has been recorded. Furthermore, since thousands of taxpayers are contacted via personalized emails, their responses are the best way to feel that we are under constant evaluation. However, the content and style of our emails were also items in the aforementioned survey.
Trust & Compliance
