Achieving Inland Revenue’s Balance between Call Efficiency and First Call Resolution

Achieving Inland Revenue’s Balance between Call Efficiency and First Call Resolution

In this presentation from the Contact Centre Week for Government Summit 2018 Jane Elley, Group Lead at the Department of Inland Revenue (New Zealand)explores:

  • Growing voluntary compliance by making it easier for people to get things right
  • Inland Revenue’s five shifts from silos and fixed models to collaboration and flexibility
  • Creating a culture of empowerment to aid first call resolution 

Please note: That all fields marked with an asterisk (*) are required.