Research On The Optimization Of JS Tax Call Center Operation Mode

With the acceleration of China's service-oriented government,under the"reinventing government" in the background,the management functions of the government should be "enterprise management,people management" to "serve the community and serve the public" changes,the government should the services business,like public companies treat customers the same treatment,the customer classification,continuous communication with customers,analyze trends,understand the future needs of customers,to make specific decisions for different customers,which can be provided to meet different customer requirements service.Chief class call center as a government with all walks of life,quickly gather the most immediate needs of the public an important channel for the government to achieve e-government,improve the Satisfaction will be a great help.Along with the rapid economic development and information technology advances,business forms business is more diverse and complex,while the national tax system is constantly being improved,and therefore the demand for consulting taxpayers also exhibit variability characteristics.As an important component of the tax department of government social management and public sector services,one of the recent years,the construction of the tax hotline is also in full swing.In this paper,JS tax call center for the study,the analysis of the developed countries and the outstanding domestic tax hotline tax service hotline,based on the current situation and characteristics,to the call center as a government tax service perspective,the concept of service-oriented government from the start,elaborated the concept of service,deep meaning and application of the tax service hotline.Innovation of this paper is to introduce the theory of public relations and customer relations theory CRM concepts and methods combined with modern"Internet +" thinking of the tax status of JS call center,problems,development objectives,business model improvements and other aspects of the study theory and practice,put forward practical JS tax model call center optimization design.