Zambia Revenue Authority Launches Call Centre
Lusaka, Zambia – 27 May 2011 – The Zambia Revenue Authority has announced the launch of the National Call Centre. The project implemented with support from the Investment Climate Facility for Africa aims at improving service to the taxpayers and bringing down the cost of doing business for all stakeholders.
The National Call Centre is the biggest component of the First Phase of the ZRA Modernisation of Tax Administration Project. The ZRA now has a fully operational call centre with a capacity of 12 customer service agents and one manager. Six agents have so far been trained on customer service and fielding of all general tax questions from the Zambian public.
The call centre will be act as a bridge between ZRA and its taxpayers, encouraging regular interaction. All stakeholders such as the business community, taxpayers and members of the general public are encouraged to familiarize themselves with the operations of the Zambia Revenue Authority (ZRA) and its mandate on all tax matters by calling 5972.
This project was endorsed by the Banker’s Association of Zambia, the Zambia Business Forum and the Zambia Association of Chambers of Commerce and Industry. ICF and ZRA now look forward to stepping into the second phase of the project which will involve the introduction of electronic payment and filing of tax returns.
The Minister of Finance and National Planning, the Honorable Dr. Situmbeko Musokotwane said “The successful implementation of the ZRA Call Centre facility is a clear testimony of the desire by the Authority to move with time in line with modern ways of doing business by coming up with innovative solutions for customer service delivery. I encourage ZRA management to continue working on innovative solutions aimed at improving service delivery and efficiency in order to maximize revenue collection as reflected in the vision and mission statement of the Authority.”
The ZRA Commissioner General stated, “I would like at this time to thank the Investment Climate Facility for Africa (ICF), who provided funding for the establishment of the ZRA Call Centre as part of the Modernization Reforms and facilitated Consultants who worked tirelessly together with our Modernisation Team to ensure the call centre facility is implemented within schedule. The Call Centre will greatly reduce congestion at our Offices and save time and resources for our valued customers and stakeholders while providing an opportunity for ZRA to provide quality service for our client.”
Omari Issa, CEO of the Investment Climate Facility for Africa, said, “The new call centre marks the beginning of a new and more efficient way of getting tax information to the people who need it most. Access to information will be a phone call away and trained customer service agents will be able to relay reliable information in a short amount of time. With the continued commitment of the Zambian Government, ZRA’s focus on its customers will boost investor confidence.”
For more information on ICF visit www.icfafrica.org
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