Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events




How To Enter the 2020 Members' Choice Awards - For Vendors


News : Property Tax Helpline Costs Taxpayers €14.3 Million

#contactcenterworld, @abtranglobal

Cork, Ireland, March 6 2017 -- A dedicated helpline for the Local Property Tax (LPT) has cost taxpayers €14.3 million since it was set up in 2013.

The operation of the helpline is outsourced to Cork-based company, Abtran, which has also provided call-centre services to Irish Water.

Figures provided by the Department of Finance show that the operation of the LPT helpline service cost Revenue €2.7 million last year, representing a marginal reduction from the €2.8 million cost in 2015.

In 2014, when there was a high demand for the helpline due to collection of the Household Charge, Revenue paid out €5.2 million for this service. In 2013, the annual cost was €3.6 million.

Ring2 Dashboards & Wallboards Free Trial

The decision to outsource the helpline service has been criticised by the Civil and Public Service Union (CPSU), which claims that the cost represents an inefficient use of public funds.

In a submission made on an extension of the LPT-outsourcing contract, the CPSU stated that the decision was "a complete waste of state resources, not the cheapest option and not cost efficient".

However, Finance Minister Michael Noonan defended the cost in response to a parliamentary question from Sinn Féin finance spokesman Pearse Doherty in the Dáil.

"The outsourced LPT helpline plays a major role in achieving yea- on-year compliance rates of circa 97% for the tax. The helpline also played a key role in the collection by Revenue of over €65m in Household Charge arrears in respect of 360,000 properties," he stated.

"The outsourced model provides Revenue with a flexible, cost effective solution that can be scaled up or down to meet the unpredictable customer service demand of LPT.

"For example, the helpline can very quickly increase its capacity from a minimum of 30 operators to a peak of 200 operators as the need arises. It would not be possible for Revenue to provide the required level of support for such a large customer base from its own resources without negatively impacting on other core services," added Mr Noonan.

Figures provided show that €14.3 million has been spent on the LPT helpline since its establishment in 2013.

The current outsourcing contract with runs until March 2018, with the option to extend it for another two years.

A full review of service requirements will be carried out by Revenue prior to making a decision on the contract renewal.

#contactcenterworld, @abtranglobal

Posted by Veronica Silva Cusi, news correspondent

About Abtran:
Company LogoAbtran is the largest indigenous business process outsourcer (BPO) in the Irish market. Established in 1997, the company is headquartered in Cork and currently employs in excess of 1,000 staff across multiple business sites. Abtran is focused firmly on strategic, mutually beneficial partnerships with major corporate and government clients in domestic and international markets. The processes that clients choose to outsource to Abtran include sales and customer service, administration, claims and financial processing. Outsourcing these processes to Abtran means our clients can concentrate on their core business objectives The benefit to clients is that value adding activities are performed internally leading to the achievement of organisational goals.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - A Welcome Call

Read today's tip or listen to it on podcast.

Published: Wednesday, March 8, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =