ATO 在工作量增加的情况下提高呼叫处理效率

截至 2 月底，澳大利亚税务局 (ATO) 已回复 330 万个一般呼入电话，平均等待时间为 12 分 19 秒。尽管 ATO 旨在实现新目标，但与前几年相比，其表现仍然不佳。 ATO 实施了平衡处理和呼叫工作负载的策略，同时优先考虑税务从业人员的呼叫，成功实现了该领域的绩效目标。尽管等待时间过长而受到批评，但 ATO 在管理呼叫量和处理工作量方面所做的努力已经取得了进展。

ATO Improves Call Handling Performance Amidst Surge in Workloads

ATO 在工作负载激增的情况下提高呼叫处理性能

As of February's end, the Australian Taxation Office (ATO) had handled 3.3 million general inbound calls, with an average wait time of 12 minutes and 19 seconds. While this met the ATO's revised target, it still exceeded wait times in previous years. The ATO attributed this to a year-over-year increase in telephony and processing workloads. To address this, the ATO implemented strategies to optimize the allocation of resources between call handling and processing tasks.

截至2月底，澳大利亚税务局（ATO）已处理330万个一般呼入电话，平均等待时间为12分19秒。虽然这达到了 ATO 的修订目标，但仍然超过了前几年的等待时间。 ATO将此归因于电话和处理工作负载的逐年增加。为了解决这个问题，ATO 实施了优化呼叫处理和处理任务之间资源分配的策略。

For calls from tax practitioners, the ATO employs distinct performance metrics. From the start of the financial year to October's end, the ATO answered 468,630 calls, with 10,634 abandoned by callers. Notably, none of these calls were blocked. The ATO also achieved its target of answering 90% of tax practitioner calls within two minutes. This focus on tax practitioner calls has enabled the ATO to consistently meet its performance objectives in this area.

对于税务从业人员的电话，ATO 采用不同的绩效指标。从本财年开始到 10 月底，ATO 接听了 468,630 个电话，其中 10,634 个电话被拨打者放弃。值得注意的是，这些呼叫都没有被阻止。 ATO 还实现了在两分钟内接听 90% 税务从业人员电话的目标。对税务从业人员电话的关注使 ATO 能够始终如一地实现其在该领域的绩效目标。

However, the ATO is not the only Commonwealth agency facing scrutiny for extended wait times. Services Australia, which encompasses Centrelink and Medicare, reported an average wait time of 33 minutes during the first six months of the financial year. Approximately one in six calls (7.4 million) did not progress beyond a congestion message. This underscores the challenges agencies encounter in managing high call volumes and wait times.

然而，澳大利亚税务局并不是唯一因等待时间过长而面临审查的联邦机构。 Services Australia（包括 Centrelink 和 Medicare）报告称，本财政年度前六个月的平均等待时间为 33 分钟。大约六分之一的呼叫（740 万）没有超出拥塞消息的范围。这凸显了各机构在管理高呼叫量和等待时间方面遇到的挑战。

The ATO's efforts to balance processing and call workloads have been evident in its performance targets for tax practitioner calls. By meeting the target of answering 90% of calls within two minutes, the ATO has demonstrated its commitment to providing timely assistance to tax practitioners. The ATO's strategies to better manage call volumes and processing workloads have contributed to its improved overall performance in this area.

ATO 平衡处理和呼叫工作负载的努力在其税务从业人员呼叫绩效目标中得到了体现。通过实现在两分钟内接听 90% 的电话的目标，ATO 展现了其为税务从业人员提供及时援助的承诺。 ATO 更好地管理呼叫量和处理工作负载的策略有助于提高该领域的整体绩效。

Despite facing criticism for long wait times, the ATO has made strides towards meeting its new targets and enhancing its handling of tax practitioner calls. The ATO's initiatives to balance telephony and processing workloads have yielded positive outcomes, resulting in fewer abandoned calls and a higher proportion of calls answered within the target timeframe. While challenges remain, the ATO's efforts to address the rising call volumes and processing workloads are progressing in the desired direction.

尽管面临等待时间过长的批评，澳大利亚税务局在实现新目标和加强对税务从业人员电话的处理方面取得了长足进步。 ATO 平衡电话和处理工作负载的举措取得了积极成果，减少了放弃的呼叫，并提高了在目标时间范围内应答的呼叫比例。尽管挑战依然存在，但澳大利亚税务局为解决不断增长的呼叫量和处理工作量所做的努力正在朝着预期的方向取得进展。

Overall, the ATO's performance in managing call volumes and processing workloads has improved, particularly in its focus on meeting performance targets for tax practitioner calls. While challenges persist, the ATO's strategies to balance telephony and processing workloads have produced positive results. As the ATO continues to grapple with high call volumes and wait times, its initiatives to enhance efficiency and responsiveness are critical in providing timely assistance to taxpayers and tax practitioners alike.

总体而言，ATO 在管理电话量和处理工作负载方面的绩效有所提高，特别是在满足税务从业人员电话绩效目标方面。尽管挑战依然存在，但 ATO 平衡电话和处理工作负载的策略已产生积极成果。随着 ATO 继续应对高呼叫量和等待时间的问题，其提高效率和响应能力的举措对于向纳税人和税务从业人员等提供及时帮助至关重要。