Annual development of FS call center performance comparing the years 2014 to 2023. Providing information to tax subjects via 3 main information channels: mail (Live Agent), phone calls (call center) and chat (Live Agent). The number of prepared submissions of entities in individual years is influenced by the adopted legislative changes and their impact on the fulfillment of tax obligations. At the time of major legislative changes, the number of inquiries increases significantly. In 2021, the increase in demand was influenced by the MFSR vaccination lottery project, during which the FS Call Center provided massive support to citizens who participated in the vaccination lottery. In 2022, we covered support for seniors who were paid a vaccination bonus for completing the Kovid vaccination.

Monthly performance development of the FS call center broken down into providing information to tax subjects through 3 main information channels: mail , telephone calls (call center) and chat .

From the point of view of the FS, the month of March is important mainly because of the filing of income tax returns and therefore the collection of taxes for the previous year. In March 2023, the performance of FS Call Center consultants decreased by more than 25,500 tax subject submissions compared to 2022. The drop in submissions was caused by the fact that in 2023 we no longer participated in helping seniors who were paid a vaccination bonus.

Performances at Financial Administration Call Center are affected either by legislative changes on individual types of taxes or the introduction of new projects at Financial Administration or Ministry of Finace. Comparing performances in the first half of 2016-2022 The year 2019 was influenced by electronic communication, i.e. the obligation for all entrepreneurs to communicate with the FS SR electronically. In the first half of 2022, we processed almost 310,000 submissions. The MFSR project - Financial assistance to seniors 60+ also contributed significantly to this performance. At the call center, we provided support for seniors who applied for 200 or 300 e help for vaccination against the covid disease. We handled almost 118,000 applications for senior citizens. The first half of 2023 was spent in a standard performance regime, as this period was not affected by any significant legislative changes or the deployment of new projects.