2008 media releases
New callback service rolled out across Call Centre
6 November 2008
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."
For further information:
Catherine Delore
(04) 890 1743
(029) 890 1743
Catherine.Delore@ird.govt.nz
Other media releases this year
- Accountant sentenced for tax evasion
- Invercargill accountant jailed for tax evasion
- Dairy owner sentenced for hiding half a million
- Tauranga court jails man for tax evasion
- Most Working for Families recipients not charged interest for overpayments
- Former Kaikohe farm manager jailed for tax evasion
- Auckland plasterer jailed for tax evasion
- Former employee sentenced
- KiwiSaver report released
- Inland Revenue expands e-services
- Do-it-yourself tax refunds
- Employers reminded about new tax rates
- Former Inland Revenue employee pleads guilty to corruption
- Sentencing strong message for contractors
- Accountant jailed for defrauding clients and Inland Revenue
- Inland Revenue pilots callback system to help customers
- Inland Revenue proposes changes to company tax return
- Agricultural contractor sentenced
- Jail for horticultural student
- Tax fraud results in jail term
- Thousands apply for student loan amnesty
- Early Working for Families Tax Credits payments
- Inland Revenue wins People's Choice NetGuide web award for second time
- Waikato couple sentenced for tax evasion
- Inland Revenue warns about income diversion
- Report of investigation of an error in tax revenue numbers
- Tax credits for people made redundant
- R&D tax credit goes live
- Student Loan amnesty - last chance to apply
- Revised financial statements
- Tax advice for investors in failed finance companies
- Tax advice for property investors
- Provisional tax gets easier
- Early Working for Families Tax Credits payments
- IRD numbers about to get longer
- Tax authorities work together to stop international tax evasion
- Inland Revenue helps drought-affected farmers
- IRD numbers available at NZ Post and AA
- Inland Revenue warns against divulging personal details
- Second jail term for major tax scam
- Welcome surprise for owners of forgotten money
- End-of-year tax date fast approaching
- Time running out for student loan amnesty
Corporate Affairs
Inland Revenue
To make a media query:
Phone 04 890 1698 or email mediaqueries@ird.govt.nz
Please note, the email address is only for enquiries from the news media. It is monitored during normal business hours 8am - 5pm Monday to Friday.
P O Box 2198
Wellington 6140
New Zealand
Date published: 06 Nov 2008
Back to top