Search

Issue 41674

Callback Customer Technology Script

Issue Statement: The Committee has developed a message which taxpayers will hear, on several Internal Revenue Service (IRS) telephone lines, providing the option to either stay on hold for XX minutes or have the IRS callback, within a specified period of time, when Customer Service Representatives (CSRs) are available.

Goal Statement: Develop a script to be used for the Customer Callback technology (CCB).

TAP RECOMMENDATION

Issue 41674 The committee developed the following script:

All customer service representatives are currently assisting other callers.
Your approximate wait time is XX minutes.
You may continue waiting, or you can leave your telephone number for a callback within xx minutes without losing your place in the queue.
If you prefer a callback. Please press 1. Otherwise, you will remain on hold.
Please enter the 10-digit phone number where you would like to receive the callback.
You will receive your callback at xxx-xxx-xxxx. If this is correct, press 1. To enter a different number, press 2.”
You will receive your callback within 15 to 25 minutes. Please be advised that the call will come in showing [area code 304 or “US Government”] on your caller id. Goodbye.

IRS Action:Not adopted

Issue 41674

Thank you for your recommendation on the script to be used for customer callback.
In 2019, the IRS incorporated a call script for customer callback that closely resembles the recommended TAP script.
IRS Call Script:

• Our customers are answered in the order received, so please do not hang up. The next available representative will be with you as soon as possible.
• We estimate your wait time to be between xx and xx minutes.
(where xx to xx is 15 to 30 OR 30 to 60)
• Rather than wait on hold, we can call you back when it’s your turn.
• To receive a callback, press 1. Please hold while your call is transferred to our callback service.
• Please enter the 10-digit phone number where you would like to receive the callback.
• You will receive your callback at xxx-xxx-xxxx. If this is correct, press 1. To enter a different number, press 2.
• You will receive your callback in XX minutes from now (where xx is 20, 29, 38, 47, or 56 minutes depending on the estimated wait time calculation)
• Goodbye.

There were systemic issues with consistently displaying the correct Caller ID with land lines and various wireless providers. Therefore, the caller ID was not incorporated.

icon
current report

2020 TAP Annual Report

The 2020 TAP Annual Report highlights our key recommendations to improve IRS customer service and summarizes our key accomplishments and activities, including the 237 recommendations submitted to the IRS in 2020.

Download