The IRS also is “exploring technology to transcribe voicemails so employees in other areas can help return calls and to expand the size of voicemail boxes to prevent them from becoming full. Image: Chiociolla/Shutterstock.com
The IRS inspector general’s office called all 76 local taxpayer assistance center lines—offices whose mission is to help taxpayers resolve problems—but just two of the calls were answered by a live person, the IG has said.
Two of the lines were not in service, while the other calls were sent to voice mail boxes — 16 of which were full and could not accept a message. Other issues included inconsistent recorded scripted messaging and callback time frames, discrepancies in contact information and discrepancies in information on recorded messages.
The report said that “may discourage taxpayers from seeking help with their tax issues, being compliant with the tax system, and not receiving the assistance they deserve in resolving their tax issues.”
The IG said the experience — conducted in response to a hotline complaint from a tax professional seeking help for a client due a refund who was experiencing a financial hardship — paralleled one from last year when it called 102 IRS customer service numbers and 21 of them placed the calls on hold for more than 30 minutes.
It said that in response to an alert it issued, agency management took steps including assuring that websites have up-to-date information posted and that voicemail boxes are monitored prevent them from filling up. The IRS also is “exploring technology to transcribe voicemails so employees in other areas can help return calls and to expand the size of voicemail boxes to prevent them from becoming full.”
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