TAP 03-017

On Hold for Toll Free

Statement of Issue:

The Internal Revenue Service (IRS) toll-free line periodically experiences heavy call volumes. A taxpayer seeking to contact the IRS through the toll-free line may, therefore, experience significant wait times before an IRS Customer Service Representative accesses the call.

While placed on hold during calls to IRS, a taxpayer hears classical music, periodically interrupted with vocal announcements that state "Do not hang up. Your call is important to us. Calls are taken in the order received…."

Proposal:

Callers should be given the option of hearing classical music on hold or alternate messages.

Alternate messages could include:

• Approximate Current Hold Times
• Recommendation that Caller Note the IRS Employee Name, Identification Number, Call Center , and document the call in their personal tax records (Jarrell / Paolone).
• Listing of Best Times to Contact the IRS (when they are least busy)

Informative Messages

• Tax Tips
• Recent Tax Regulations & Rulings
• Reference to Online Tax Resources
• Frequently Called Telephone Numbers
• IRS News Releases
• Frequently Asked Questions

In addition, IRS should reduce the frequency with which hold music or a message is interrupted with the vocal announcement. Such interruption is distracting and, after being on hold for an extended time, may irritate callers.

Hold messages should be re-evaluated on an annual basis.

Response Notes:

Providing the estimated wait time is a goal IRS is working toward but funding is a barrier for the immediate future. IRS experience has been that offering informational messages has a negative impact and that callers abandon the queue 28% of the time a t the beginning of the message. IRS will further study the frequency of playing the "Do not hang up. Your call is important to us…" message for best practices and what changes would be feasible in the IRS operating environment