FBR Launches CRM For Quick Resolution of Taxpayers’ Complaints

Federal Board of Revenue (FBR) has launched a state-of-the-art Customer Relationship Management (CRM) system to respond to queries and complaints of taxpayers and general public promptly and efficiently.

Along with FBR’s CRM system, the number of agents at its calls center and email responding teams have also been increased to meet the increased demand at peak hours.

Similarly, training manuals in professionalism and courtesy, Income Tax, Sales Tax & FED have also been prepared and staff has been trained to improve call quality experience and emails responses. The hold time has been reduced to 30 seconds while 80% emails will be answered within 24 hours. Due to the success of CRM, it has been introduced at field offices of FBR as well so that they can digitally communicate with the head office regarding any related issues.

“Our customer care and facilitation services are now venturing into a more responsive regime where all queries, complaints and concerns of our valued taxpayers will be responded to within three working days through the CRM,” said Chairman FBR Dr. Muhammad Irshad while inaugurating the Complaint Management System here at the FBR House.

He said the installation of the CRM was a great leap forward and a vast improvement on the previous arrangement which lacked a proper mechanism for tracking, categorization, monitoring and archiving taxpayers complaints. Previously, complaint resolutions took two to three months. “In a very short span of time, we focused on these problems and came up with solutions that have significantly improved taxpayer facilitation,” he added.