Recent budget cuts have left the IRS with 5,000 fewer employees than last year, forcing tax payers to endure excruciating long hold times when calling their toll-free number.
According to a recent report issued by the inspector general for tax administration, approximately two thirds of callers reached an IRS support representative this tax season. Believe it or not, this exceeds the stated goal of 61%, with IRS Commissioner Douglas Shulman taking pride in this achievement. Wow. What a stretch goal.
This is a great lesson on the impact cost-cutting has on customer service in the call center, so let’s dig in a little deeper.