Sparsh services the client’s customers through a call center, jointly set up by the client and Sparsh. The call center caters to the needs of the assessees throughout the country by providing information relating to -
- Permanent Account Number (PAN)
- TAN
- Payment and filing of returns
- Updates on tax rules and amendments
Information is disseminated through inbound and outbound calls, faxes, and emails. Sparsh also assists the client in its back office operations.
The exceptional service level maintained by Sparsh led the client to choose it for another project, for handling Citizen Relationship and Grievance Management System (CRGMS). CRGMS is a shared system for information dissemination and grievance handling for all government departments and agencies under the purview of the client, carried out through a centralised help desk. This help desk provides guidance and information to citizens on various services offered by the government. To enable smooth functioning of the help desk, Sparsh has set up a single access point and deployed sufficient number of trained staff to handle citizen’s queries received through various communication modes, which includes -
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Voice- Landline, fixed or wireless, CDMA and GSM based cell phone
- Interactive Voice Response (IVR)
- Internet
- Email
- Paper based queries
The team receives and controls all incoming correspondence regarding any grievances and responds to them in close association with the relevant department officials.
Impacts delivered
With Sparsh’s help, the client was able to deliver a better service portal to the taxpayers. We have facilitated smooth operations and the client has derived the following benefits by partnering with us -
- 100% complaint resolution with support from relevant government departments and units
- Successful handling of the e-filing campaign in October and November 2007
- Successful on-going campaign on surrendering multiple PAN
- Maintained a centralised database on an on-going basis
- Continued successful handling of various back office works cascaded from time-to-time by the client support for sorting of 150,000 preprinted challans in chronological order
