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It is currently the nightmare of many entrepreneurs and tax payers: calling the phone by phone. Nearly half of the callers did not catch the phone by phone last month
This is stated in a letter addressed to the secretary of the lower house Menno Snel. In May and June, the accessibility of the Tax Telephone rose to 57%. This means that more than four out of ten callers are not helped via the line.
Earlier this month, a spokesperson told RTL Z that the tax phone was inaccessible. People complained that they did not succeed or had to wait 45 minutes. The numbers now support this: in recent months, three times more complaints about the Tax Phone have arrived than last year.
A Better Web Site Had to Make Less Telephone Calls
For this poor accessibility, there are a number of reasons, writes Secretary of State Snel. For example, the "tax phone capacity is highly planned" because a further decrease in phone calls has been taken into account, among other things, by improving the website.
See also: Tax Telephony Accessible by Fewer Employees [19659003LshopethatthegensobtainedtheirresponsetothiscaseUnfortunatelySnecroughlynowadaystheabilitytomanagethenumberofincomingcallswasinadequateForthepastfewmonths
Callers are firing longer
This shortage was taken in load by letting the service employees stay longer on the phone. Last year, they spent 85% of their work time answering questions over the phone, with the last period accounting for 95% of the work time. Because of the extra work, absenteeism has increased, writes Snel
The capacity problem is compounded by the increase in processing time by interview, writes the state secretary. Callers need more time to let off steam because they 've been waiting for a long time or have not been able to reach the Tax Phone before.
Time spent Taxed phone
| Month | Time spent (in seconds) |
Accessibility (in%) | Technical Access (%) |
|
January |
382 (6.3 minutes) |
61.0 | 78.3 |
| February | 280 (4.6 minutes) | 64.9 | 81.9 |
| Mar. | 242 (4.03) ) minutes | 66.9 | 84.8 |
| April | 100 (1.7 minutes) | 72.7 | 89.1 |
| May | 203 ( 3, 38 minutes) | 57.2 | 76.6 |
| Jun | 442 (7.4 minutes) | 57.4 | 79.8 |
- The time of Waiting is the time it was necessary to make a choice in the drop down menu and to connect with an employee.
- Accessibility (%) is the number of callers aided compared to the number of incoming calls.
- The technical accessibility (%) implies in the accessibility also the callers who have already been helped by the menu.
Inexperienced Colleagues and Deferred Leave
In addition, the tax authorities hired a new temporary employment agency for temporary workers. As a result, there were some inexperienced people at work, who still needed to be trained. That too is to the detriment of the ability
See also: The Seven Wounds That Grave the Tax Authorities
Just as the fact that a number of experienced people are gone. They were on the maximum number of temporary contracts and did not receive a permanent appointment. According to the letter, we always feel this loss.
And now?
To compensate for this, during the months of March and April, the months when the return must be made, the leave is refused and additional persons have been deployed. This, in turn, meant that the deferred leave was to be granted in May and June. And then there are too few people, people stay longer waiting, more often, they resign and call more often.
Snel writes that a temporary capacity has been made available to improve accessibility and better respond to legal and regulatory issues. . We are now looking for additional staff who must be at work before the start of the reporting period in 2019.
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