Bad metrics are hiding problems.
By CPA Trendlines Research
If there’s one nice thing about phoning the IRS, it’s the opportunity to take a nap.
Taxpayer naps were a little shorter this year, especially for those calling 35 of the 102 toll-free lines, known as enterprise lines, that taxpayers can call for assistance. Those 35 lines are for accounts management (AM) issues.
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Thanks to a mandate from the Secretary of the Treasury, the IRS hired 7,000 customer service representatives to handle the AM lines.
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