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Scenarios for Tax Case Management

The following scenarios provide examples of processes performed by tax agency call center representatives, case workers, and managers. Your agency may follow different processes according to your particular business requirements.

Managing Incoming Inquiries

In this scenario, a customer has moved since last filing a return with the tax agency. The customer is expecting a refund, but has not received the refund check because the tax agency has been unable to finish processing the refund. The tax agency has sent correspondence to the customer, but it has been returned to the agency as undeliverable.

The customer calls the tax agency and is routed to Customer Service. The customer enters personal identification information into an Interactive Voice Recognition (IVR) system. At that point, a workflow in the application system automatically takes the customer service representative (CSR) to the screen where customer details are available. The system provides the CSR with demographic information, including the incorrect address and previous attempts to communicate with the customer.

The CSR confirms the identity of the caller, and realizes that the address on the customer's record is incorrect. The CSR gets the correct information from the customer and updates the record. A configured workflow triggers the change of address notification to other back-office application systems such as financial systems.

Escalating Cases

In this scenario, a customer has an outstanding collection case with the tax agency. The customer has not made any attempt to pay off the liability because the customer disagrees with the amount of the penalty established by the tax authority. The customer calls the tax agency for clarification on the penalty. The tax agent responds to the question and can access details of the customer's case to talk with the customer about the penalty in greater detail. Because the customer does not agree with the amount of the liability, the agent escalates the case and assigns it to the next level agent, where the case worker performs further analysis and records an assessment for the case.

Managing a Tax Audit Case

In this scenario, a customer has completed a tax return with zero outstanding tax due for the tax period, and has filed the tax return. The tax case worker creates an audit case for the tax filing, after assessing the tax return, based on the criteria defined by the tax agency and tax laws for the period. The tax case worker has access to all of the tax case history records for the customer (including customer profile information such as taxpayer identification number, Social Security identification, and tax accounts) and can talk intelligently with the customer about the case in consideration for the tax period.

Managing a Tax Appeals Case

In this scenario, a customer receives a collection invoice from the tax agency for an outstanding balance. The customer calls the tax agency, where the call is routed to the collection agent responsible for the case. After discussing the invoice, the customer informs the case agent that he wants to appeal the invoice amount. At this stage, the collections case agent changes the case type to Appeals and the case is automatically assigned to the appropriate agent in the appeals division based on the application's assignment rules.