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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.

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2019 TAP Annual Report

The 2019 TAP Annual Report highlights our key recommendations to improve IRS customer service and summarizes…

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