Client: Inland Revenue
Title: Inland Revenue Employs Voice Self-Service for Timely and Accurate Customer Service

Inland Revenue (IRD) provides service to all New Zealanders, collecting the bulk of the revenue that the government needs to fund its programmes. 

With six call centres based throughout New Zealand, one of their main objectives was to provide an accurate service through the contact centres and via self-service facilities. Other objectives included improvement of customer service and satisfaction levels, a reduction in the abandoned calls rates, a reduction in the number of stationery calls made to agents in the call centres and also to raise the number of successful completions via the self-service channel. 

To fulfil these objectives, IRD appointed Salmat to help them achieve these. After implementation, IRD managed to fulfil these initial objectives and were working on ways to achieve new identified objectives.

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