BusinessPostCorner.com
No Result
View All Result
Monday, July 14, 2025
  • Home
  • Business
  • Finance
  • Accounting
  • Tax
  • Management
  • Marketing
  • Crypto News
  • Human Resources
BusinessPostCorner.com
  • Home
  • Business
  • Finance
  • Accounting
  • Tax
  • Management
  • Marketing
  • Crypto News
  • Human Resources
No Result
View All Result
BusinessPostCorner.com
No Result
View All Result

TIGTA says IRS callback system needs work

August 17, 2023
in Accounting
Reading Time: 2 mins read
A A
0
TIGTA says IRS callback system needs work
ShareShareShareShareShare

The Treasury Inspector General for Tax Administration says performance metrics aren’t clear for the IRS Customer Callback System.

In the report, TIGTA said the IRS needs to enhance reporting of the system results to improve clarity and transparency and establish goals to measure performance.

The IRS developed the Customer Callback system to allow taxpayers to leave their telephone number and opt for an IRS employee to call them back, rather than continuing to wait on hold. 

Callbacks were offered to taxpayers on a limited basis beginning in 2019, and as of last January the IRS had expanded this functionality to 43 telephone services with a long-term strategy of expanding the callback capability to nearly all of its viable telephone services. 

“The IRS’s customer service strategy should include best practices similar to those provided by private industry, including telephone callback services,” said TIGTA after its audit, adding that the service reported that it offered callbacks to some 11 million callers and saved callers 3.6 million hours of hold time. In January, the IRS updated the system to include better estimates of wait times.

TIGTA identified two further ways the IRS could enhance the reporting of CCB system:

  • Revise external performance measures to be more comprehensive. This would reduce inconsistency in the performance measures and allow stakeholders to better understand how many callers were offered a callback. For example, in Fiscal Year 2022, only some 11% of callers seeking live assistance were offered callbacks.
  • Establish goals for CCB system performance measures. In addition, callers with estimated wait times longer than an hour are ineligible for callback consideration and must instead continue waiting on hold. Eliminating this restriction would improve service to callers who may have the greatest need for it because their wait time is the longest.

The IRS is considering removing this ineligibility rule but did not agree to establish baseline goals for CCB performance “because management believes that it is not viable to establish program goals for a customer experience tool when use of the tool is reduced due to positive business changes,” the report said. “TIGTA believes that services designed to mitigate customer burden are not excepted from establishing goals.”

Credit: Source link

ShareTweetSendPinShare
Previous Post

HR Tech Conference: The countdown is on!

Next Post

Philippine National Police Warns Citizens On Axie Infinity’s Play-to-Earn Model, Cites Security Concern

Next Post
Philippine National Police Warns Citizens On Axie Infinity’s Play-to-Earn Model, Cites Security Concern

Philippine National Police Warns Citizens On Axie Infinity’s Play-to-Earn Model, Cites Security Concern

Firms on Windows 10 will get more time before support runs out

Firms on Windows 10 will get more time before support runs out

July 7, 2025
Asia is reeling but is anyone winning?

Asia is reeling but is anyone winning?

July 11, 2025
Tidings from my stock market humble pie

Tidings from my stock market humble pie

July 12, 2025
XRP Price Prediction: Investors on High Alert for July 14, 21, 25 – What’s Next for XRP?

XRP Price Prediction: Investors on High Alert for July 14, 21, 25 – What’s Next for XRP?

July 12, 2025
Alibaba risks deepening 0 billion rout as turf war heats up

Alibaba risks deepening $100 billion rout as turf war heats up

July 11, 2025
How Labour can balance the books without doing more damage

How Labour can balance the books without doing more damage

July 13, 2025
BusinessPostCorner.com

BusinessPostCorner.com is an online news portal that aims to share the latest news about following topics: Accounting, Tax, Business, Finance, Crypto, Management, Human resources and Marketing. Feel free to get in touch with us!

Recent News

OKX Adds PayPal Integration for Crypto Purchases Across Europe

OKX Adds PayPal Integration for Crypto Purchases Across Europe

July 14, 2025
7 best CRMs for retail businesses in 2025

7 best CRMs for retail businesses in 2025

July 14, 2025

Our Newsletter!

Loading
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • DMCA

© 2023 businesspostcorner.com - All Rights Reserved!

No Result
View All Result
  • Home
  • Business
  • Finance
  • Accounting
  • Tax
  • Management
  • Marketing
  • Crypto News
  • Human Resources

© 2023 businesspostcorner.com - All Rights Reserved!