Working Smarter in Tax Debt Management

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Many revenue bodies have been developing strategies and approaches to improve the tax collection and recovery processes, so that they are more effective and cost less. Very promising and proven new practices have emerged, which can deliver spectacular improvements in performance in tax collection and recovery. This report provides a comprehensive overview of the best practices in tax debt management, with a particular emphasis on how to better differentiate debtors when deciding how to best secure payment and what can be done to ensure that payment issues are considered earlier in the compliance and collection process.


Call centres

Dedicated call centres for providing services and information to taxpayers are now commonplace. Revenue bodies are increasingly using outbound call centres for enforcement purposes and debt collection in particular. Outbound call centres are a standard part of tax debt collection in the private sector and are proving their worth in the field of tax debt collection. This section describes some of the similarities and differences between inbound and outbound call centres, how the debt collection call centre relates to the overall debt management process, some of the technology deployed and some of the principal components of effective outbound call centre management.


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