Spain Selects Sitel, Iberphone for Tax Support

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Spain's tax agency, Agencia Tributaria, has chosen teleservices firms Sitel and Iberphone to provide inbound call support for consumers seeking basic tax information during the upcoming tax return season, Sitel said yesterday.

Sitel and Iberphone will provide approximately 1,000 customer service representatives to provide support during Spain's 2001 tax return season, which begins May 2 and ends July 1. Last year, the tax questions generated approximately 2.5 million calls during the period.

Eight call centers, located in Madrid, Barcelona, Valencia, Sevilla and La Coruna, will provide service in three different dialects, including Catalan, Gallician and Valencian. Due to the confidential nature of the data to be handled by CSRs during the campaign, each will undergo intensive training and must pass an exam in order to participate, Sitel said.

Sitel and Iberphone also will provide 120 CSRs, located in Madrid and Barcelona, for the Permanent Tax Information Service, a year-round service for Spanish taxpayers. This portion of the contract will start March 1, 2003 for the 2002 tax season.

Financial details of the contract were not disclosed. Sitel, Baltimore, operates 72 contact centers in nine countries, and Iberphone is part of the French teleservices conglomerate SR.Teleperformance.

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