We listened to 200 calls between taxpayers and IRS employees. What did we find?

Taxpayers Continue to Experience Customer Service Issues When Calling Certain IRS Telephone Lines Why did we do this audit? During Fiscal Year 2025, IRS representatives answered more than 28 million taxpayer calls. All IRS representatives are required to provide quality customer service, which includes providing accurate answers to the callers’ inquiries. What did we find? The IRS recorded nearly 3.8 million calls on its Compliance Services and Accounts Management telephone lines from February 15, 2025, through May 15, 2025. We listened to 200 call recordings and found that taxpayers generally experienced courteous service and received an accurate response to their questions. However, we identified 52 calls (26%) where IRS representatives did not provide quality service. In some of these cases, the calls contained multiple issues.  We identified the following types of issues: Calls were either dropped, disconnected, or not transferred. Taxpayers were placed on hold for an extensive time. Taxpayers were provided with inaccurate information. IRS representatives did not provide courteous service. Based on our sample results, we estimate that approximately 1 million taxpayers that called the Compliance Services and Accounts Management telephone lines did not receive quality service.   Read the full report Having trouble viewing this email? View it as a Web page.

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