Thursday, January 07, 2010

IRS Goal: Answer 71% of Calls, what if taxpayers had a similar goal?

If you call the Internal Revenue Service for help this tax season and someone actually picks up the phone, consider yourself lucky.

The agency has set a goal of answering only 71 percent of calls to its toll-free help line this year, and those fortunate enough to get through are expected to spend an average of 12 minutes on hold, according to a report released Wednesday by an IRS ombudsman.

"This level of service is unacceptable," National Taxpayer Advocate Nina E. Olson said, calling it the "number one most serious problem for taxpayers."