Tax Administration: Improvements in IRS' Telephone Assistor Accuracy
GGD-92-139FS
Published: Sep 22, 1992. Publicly Released: Sep 22, 1992.
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Highlights
Pursuant to a congressional request, GAO assessed the improvement of the accuracy rate for Internal Revenue Service (IRS) assistors who answer telephone calls from taxpayers, focusing on identifying the reasons for accuracy improvements and factors that may limit further improvements.
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Customer serviceEmployee trainingPersonnel managementTax administrationTax lawTax returnsTelephonesHuman capital managementTaxpayersQuality assurance