Case Study On Performance Evaluation Of State Taxation "12366" Hotline Call Center

In recent years,with the transformation of government functions and the reform of tax collection and management system,China’s tax department has also been changing to service oriented institutions in accordance with the needs of the times.How to improve the quality of tax service has become the focus of daily work,and taking this opportunity as an opportunity to constantly think about how to improve the image and credibility of a good law enforcement."12366" hotline service center,as a window directly to the taxpayer,is the externalization of the tax department’s image.We should constantly show the enthusiasm of the tax professional business and service to the outside world,so as to improve the taxpayer’s satisfaction and compliance.The "12366" hotline has been well received by taxpayers since its opening.After the camp changed to increase,the traffic volume of the national tax increased explosively and became an important way to provide services to the outside world.To better meet the taxpayer service demand,gained attention and report the taxpayer praise as well as a number of media,so that the tax service hotline become taxpayers understand the tax policy,the main way to meet the needs of complaints and other tax related matters,has become a close contact with both sides of the link.But there are still many problems to be solved such as: do not play into the hotline,the operator Mandarin is not standard,answer is not accurate,so there are mutually making excuses.Therefore,establishing a scientific and reasonable performance appraisal mechanism to improve service quality and efficiency is of great importance and significance to improve taxpayer satisfaction and compliance and set up a tax department’s law enforcement image.In order to improve the satisfaction of the taxpayers,the performance assessment system has been introduced in China,and the performance assessment of the 12366 call center personnel is carried out.But due to the assessment carried out a short time,around the large differences in the situation,most of the performance appraisal system appeared mainly as The climate does not suit one.problems: the concept of assessment bias,will focus on the phone number,the lack of comprehensive consideration;the main examination is relatively single,for superior leadership as assessment officer;assessment index is not perfect,only for the superior the leaders concerned about the performance indicators are set up;there are a series of problems lead to make an objective evaluation of adepartment or individual cannot,thus losing the meaning of examination,also did not improve the staff service quality and business level.This paper first analyzes the Dazhou City National "12366" hotline call center performance evaluation method and main content of the present situation,proposed the existing problems,including the assessment of single subject,lack of scientific evaluation index and the old concept of assessment,and aiming at the existing problems,proposed optimization scheme: one is to update the concept of assessment,shaping the organizational culture the two is to improve the assessment index;optimization;three is the innovation of the evaluation model,constructing a 360 degree evaluation method of+KPI performance assessment process,the feasibility of combination analysis.This paper takes Dazhou City National "12366" hotline call center performance evaluation case,in-depth internal performance evaluation rules,gradually enrich the performance evaluation theory,the establishment of other departments or regions of the call center performance appraisal system provides important reference and experience.