Project 01151

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Clarify “average” vs “maximum” wait times on IRS.gov website

It would be helpful to define what’s typical versus peak—e.g. “most callers wait no more than 5 minutes” or “peak wait times can reach 30+ minutes on deadline Mondays.” Testing phone calls during known high-volume times would help identify accuracy.

RECOMMENDATION TEXT:

Clarify “average” vs “maximum” wait times on IRS.gov website

It would be helpful to define what’s typical versus peak—e.g. “most callers wait no more than 5 minutes” or “peak wait times can reach 30+ minutes on deadline Mondays.” Testing phone calls during known high-volume times would help identify accuracy.

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Highlight multilingual support more prominently

While interpreter lines are mentioned, bringing them up earlier in the phone help section might be more inclusive and helpful to non-English speakers. This update should ensure that taxpayers are aware they can receive help in languages other than English and Spanish, and provide clear instructions on how to request an interpreter. The IRS provides free interpreter services in over 350 languages.

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Simplify “what to have ready” checklist

Modify the Call Prep Checklist on the IRS.gov phone services page, and make it available as a downloadable/printable PDF. This checklist should summarize, in plain language, what taxpayers need to have ready before calling, with separate sections for individuals, third parties, and estates.

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A call continuity feature to prevent dropped calls.

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An appointment-based callback option within 24–48 hours (similar to the Social Security Administration which offers a callback system with specific dates and times)