DEPARTMENT OF TAXPAYER SERVICES TAX COMMUNICATION CENTER (VİMER)

1. DEPARTMENT OF TAXPAYER SERVICESTAX COMMUNICATION CENTER(VİMER)

2. CONTENTS General İnformation-Activities Aim Of TCC (VİMER) Organization Call Process - Statistics Future Plans - Succes

3. TCC (VİMER) General Information Works with 83 employees between 9 a.m-7 p.m during weekdays Calls are charged over local call prices All of the calls are recorded Answering calls from Ankara since December 25, 2007 and February 2008 Answering calls from all cities except İstanbul since February 2008 – March 2008 , and all calls from Turkey and abroad since March 1, 2008

4. TCC (VİMER) Activities Before After TCC 444 0 189 Alo Public Finances 189 • Denunciation • Taxpayer’s grievance • İnformation • Learning of MVT dept • Denunciation • Taxpayer’s grievance

5. Aim Of Tax Communication Center (VİMER) Togiveservices of warning, complaintandinformationfrom a singlecenter Standard, true and manageable information Easy Access, High quality service Professional Service To provide the taxpayers with correct and legal information regarding their obligations and to establish an attainable communication center within the Tax Administration in order to provide high quality taxpayer services

6. ORGANİZATİONAL CHART MİNİSTER COMMISSIONER Presidency Of Tax Office (29 ) Department of Legal Consultancy Presidency Large Taxpayers Tax Office Department of consultancy and Public Relation DEPUTY COMMISSIONER DEPUTY COMMISSIONER DEPUTY COMMISSIONER DEPUTY COMMISSIONER DEPUTY COMMISSIONER Department Of Revenue Management ( II-III ) Department Of Strategy Development Department Of Human Reources Department Of Implatation And Data Management Department Of Revenue Management ( I ) Department Of EU and Foreıgn Affaırs Depatment Of Revenue Controllers Department Of Support Service Department Of Taxpayer Services Tax Communication Center ( TCC ) 444 0 189 Department Of Audit And Management Of Compliance Department Of Collection And Disputed Cases

7. TCC (VİMER) ORGANİZATİON CHART Tax Communication Center ( 83 Staff ) General Coordinator ( 1 Staff ) Planning and Forecast ( 1 Staff ) DenunciationComplaints ( 1 Staff ) Reporting Statistics ( 1 Staff ) Content ( 3 Staff ) Human Resources ( 1 Staff ) R&D- Quality (1 Staff ) Education Team ( 1 Staff ) Supervizor ( 3 Staff ) Taxpayer Representatives ( 54 Staff ) Senior Team Leader ( 1 Staff ) Team Leader ( 12 Staff ) Technical Support ( 1 Staff )

8. Call Process Tax Payers Data VDintra 444 0 189 İnformation Responsible Office in PRA Learning of MVT Dept Taxpayer Representativei Denunciation Grievance %98,10 %1,9 Team Leader

9. Call Quality Evaluation CALL PROCESS SKILL KNOWLEDGE • Efficient listening • Efficient behaviour • Empathy • Grammer • Speaking Fluently • Loyalty • Managing the interview • Endurance against difficulties • Using the name • Preparation to the interview • Greeting • Identification detection • Abstracting the question • Interrogation • Holding on • Abstracting the answer • Preparation to closedown • Closedown • Using knowledge • Using system • Correct answer Vergi DaireleriDefterdarlıklar,Başkanlıklar,Bölgesel olarak kurulmuş olan Alo Maliye 189 Telefon hattı birimlerinde almaktaydı

10. Call Statistics

11. Call Statistics

12. TCC (VİMER) Future Plans Internet Tax Office Operations Specialization Process Standardization-Certification Performance Studies R&D- Quality Studies

13. 2010 Yılı İstanbul Call Center Awards VİMER won the second award in The Best Call Center Photograph category with the photo of Naci YILDIRIM in the 4. İstanbul Call Center Awards arranged by IMI Conferences.

14. 2009 İstanbul Call Center Awards VIMER was nominated in four branches and won three awards in the 4. İstanbul Call Center Awards arranged in 11 different categories by IMI Conferences. These awards are ‘’Jury Special Award’’, ‘’The Most Praiseworthy Director Award (Demet ÜNAL)’’ and ‘’The Best Customer Representative Award (Serkan UYAROĞLU)’’

15. THANK YOU.