{"id":139554,"date":"2025-02-20t12:00:30","date_gmt":"2025-02-20t17:00:30","guid":{"rendered":"\/\/www.g005e.com\/?p=139554"},"modified":"2025-03-27t11:32:27","modified_gmt":"2025-03-27t15:32:27","slug":"could-the-irs-do-better-with-the-phones","status":"publish","type":"post","link":"\/\/www.g005e.com\/2025\/02\/20\/could-the-irs-do-better-with-the-phones\/","title":{"rendered":"could the irs do better with the phones?"},"content":{"rendered":"

\"data<\/strong><\/p>\n

measurements need to be refined.<\/strong><\/p>\n

by 卡塔尔世界杯常规比赛时间 research<\/em><\/p>\n

the irs has made big improvements in answering phones, but the service still leaves a lot to be desired … more than the irs measures or admits.<\/p>\n

before we get into the gripe, let\u2019s look at the improvements.<\/p>\n

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 <\/p>\n

over the past two years, the irs has hired more than 20,000 new taxpayer services employees. many of them are the customer service representatives (csrs) who answer the phones. and many csrs were moved from other duties to do phone duty on what\u2019s called accounts management (am) lines.<\/p>\n

and it worked … sort of.
\n
\nwhat doesn\u2019t it measure?<\/strong><\/p>\n

all those extra hands made it possible for the irs to claim an 88 percent level of service, three percentage points higher than the goal established by the 2019 taxpayer first act.<\/p>\n

but wait a cotton-pickin\u2019 minute. that admirable loc applies only to am calls and only during the tax season. the los for the whole organization was a dismal 56 percent.<\/p>\n

and anyway, what does los mean? what does it measure?<\/p>\n

or, more apropos, what does it not measure?<\/p>\n

the measurement is rather complicated. it isn\u2019t just a matter of how often somebody answered the phone. it\u2019s more than that. but still \u2013<\/p>\n