Government: tax revenue recovery

Our multichannel automated programs have proven effective in increasing the success rate for the collection of delinquent taxes and for motivating taxpayers to file returns. A helpful approach is taken, in which the taxpayer is contacted on multiple channels and offered options ranging from payment via IVR to a consultation with a “live” representative to get clarification and set up a payment plan. Results have been double or triple goals and expectations.

Speed up revenue recovery at a lower cost, with automated interactions that taxpayers prefer

State franchise tax boards use our multichannel network to proactively target taxpayers that have pending tax obligations. The result is a vast improvement in recovery rates, at a much lower cost.

Taxpayers receive an automated call that includes balance information and a friendly request to speak with them about their tax account. Interactive options include payment by phone or an immediate connection with an expert who can answer their questions. Franchise Tax Boards find that understanding the reasons for unpaid taxes, and offering payment options, all improve recovery rates. The MessageBroadcast solution has also triggered the filing of returns that would not have been filed otherwise.

Many taxpayers simply select the automated payment option, preferring the confidentiality of an automated transaction to a conversation with a “live” agent.