On 29 September 2026, the DJP’s national contact center “Kring Pajak 1500200” secured four awards at the Best Contact Center Indonesia (BCCI) 2026 competition organized by the Indonesian Contact Center Association (ICCA). The awards include: Best Contact Center Overall (Platinum), Best Digital Transformation, Best Employee Experience, and Best Crisis Management for its handling of the 2025 e-Faktur 3.0 migration surge. Kring Pajak manages 4.2 million interactions annually across voice, chat, email, and social media, with a 92% first-contact resolution rate and average handling time of 4.7 minutes. The center operates 24/7 with 450 agents, integrating AI-powered chatbots for 68% of routine inquiries (NPWP status, SPT guidance, payment codes).
Key Takeaways
- Omnichannel Excellence: Seamless integration between voice, WhatsApp Business API, and the Pajakku app allows taxpayers to switch channels without repeating information, reducing repeat contact rates by 41% year-over-year.
- Proactive Outbound Campaigns: Predictive analytics trigger targeted outbound calls for high-risk non-filers 14 days before deadlines, contributing to a 27% increase in on-time SPT submissions for corporate taxpayers in 2026.
Disclaimer: This article is compiled and summarized by the AI based on publicly available information and is for general information purposes only. It does not constitute any form of formal tax advice, legal opinion, or basis for performance. Please consult a qualified professional tax advisor or legal counsel for tax advice.
Source: Read Official Announcement