Determinants Of Employees’ Performance At The Inland Revenue Board Of Malaysia (IRBM) Tax Collection Call Center

This research aims to examine the influence of staff motivation, work environment, training, and skill development on the work performance of employees in the tax collection call centers of the Inland Revenue Board of Malaysia. The significance of this study lies in its potential to address the consequences of declining employee performance, which could lead to increased uncollected tax debt. A quantitative approach was employed, utilizing a survey questionnaire distributed to 161 tax officers working in the tax collection call centers and department. The findings reveal that
while staff motivation and work environment do not have significant positive impacts on employee performance, training and skill development are key factors that positively influence performance. This study offers valuable insights for call center managers involved in tax debt collection, highlighting the importance of strategic human resource management to enhance both employee performance and the overall effectiveness of the tax collection call center.