How Well is the IRS Handling Taxpayer Phone Calls?

For the past few filing seasons, the IRS has been under difficult workplace circumstances. The IRS has had to deal with low funding, fewer employees, and lack of motivation to answer customer’s calls. This affects the IRS’s ability to give proper customer service to taxpayers. In a report by Head Taxpayer Advocate Nina E. Olson, statistics on the IRS’s poor phone service performance was noted frequently.

The report included notes such as:

  • The IRS answered only 37% of calls from customer service. Last year the IRS answered 71%.

  • 39% of taxpayers acquiring assistance by the Taxpayer Advocate Service (TAS) on the National Taxpayer Advocate Toll-Free hotline were able to talk to the IRS.

  • Only 17% of taxpayers who called after being notified that their tax returns were intercepted by the Taxpayer Protection Program (TPP) because of identity theft suspicion were able to reach the IRS.

  • In the three successive weeks of filing season the IRS answered only 10% or fewer calls made by the TPP.

  • 45% of practitioners who called on the IRS Practitioner Priority Service Line were able to reach the IRS.

  • “Courtesy disconnects” is a phrase used for a situation in which the IRS hangs up on a taxpayer because their switchboard is overwhelmed and cannot handle additional calls. The number of courtesy disconnects increased from 544,000 in 2014 to roughly 8.8 million this filing season. This skyrocketing increase is more than 1,500%.

The decrease in phone service and efficiency can be traced to three prominent factors.

  1. The 41% increase in number of taxpayer phone calls.

  2. The 26% decrease in number of calls answered..

  3. The 10% increase in call duration average.

This decline in performance increased the amount of burden and frustration on the taxpayer and decreases their trust with the IRS. The decrease in IRS performance may lead to less voluntary compliance by taxpayers and increased enforcement action by the IRS.

If you or someone you know is having trouble contacting the IRS and needs help immediately, call Lothamer Tax Resolution. Lothamer Tax Resolution strives to help members of the community overcome their tax burden. We will handle the responsibility contacting the IRS for you. Put your tax problems in our hands and see results. Call today to schedule your initial consultation.