Last year, the contact center of the FPS Finance handled almost 3.4 million questions by telephone and e-mail. That is more than 750,000 more than the year before, according to the annual report of the service on Monday. The large increase is partly due to the corona pandemic.
In total, the contact center handled 3,367,567 questions last year. The year before there were 2,601,565. This means that last year the contact center was used as much as 766,000 times more than the year before. By way of comparison: in 2019 there were 2,358,355 questions. The difference between 2019 and 2020 is only just under 250,000.
The most frequently asked questions last year were about personal income tax, requesting certificates and repayment plans. These figures also include telephone appointments for assistance in completing the tax return.
The fact that there were significantly more calls is largely due to the corona crisis, says the spokesman for the FPS. The contact center offices were closed and the FPS Finance offered telephone assistance by appointment in 2020 and 2021 to help citizens complete their tax returns. Last year 271,578 agreements were made for this purpose.
A few more figures: last year the FPS Finance was good for 125.04 billion euros in receipts. There were a total of 9,116,239 taxpayers.
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