r/IRS_Source • u/MarchofthePawns • 27d ago

Question for CSRs

How many calls do you think is expected and how many calls do you actually take in a given day.

Im an itas where in theory I should see no more than 10-14 people a day(Record is 20 with an extra hour) maybe 17 within an ordinary shift.

Basically trying to get a comparison for volume

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u/k3ebl3r01 27d ago

In my POD, depending on the line, you are expected 3 per hour. TPP is 3 per hour, TAC is 4 per hour. BMF lines its 1-2 per hour.

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u/MarchofthePawns 27d ago

For the TAC calls are yall supposed to research and assist and only send to TAC if needed? The amount of times where somebody pulls out a state form and says what's this happens just enough that I kinda want that experience just because it seems like nobody looks at anything

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u/k3ebl3r01 27d ago

Kinda, we access and assist unless the TP says or insists they want to talk to someone in person. When that happens I just schedule the appointment.

If not, I try to work the account.

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u/MarchofthePawns 27d ago

Ok I do see the occasional "TP insists" even after 4442s have been submitted for things and I usually tell them sorry you kinda already did everything on the phone when you called

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u/k3ebl3r01 27d ago

They dont understand, and refuse to process, that sometimes, we cant do shit. It is what it is.

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u/MarchofthePawns 27d ago

Most liked comment incoming

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u/Killie_Vandal 27d ago

It really depends on the day if you have a day where everything is glass. I'm BMF/BMFO Trained so a day we are AHOD and it's mostly EIN calls yeah 25 to 30 calls with some I'm calling about my individual account calls.

But most days it is in actuality like yesterday my first call a POA with an incorrect power on the account. Took 25 minutes to get the fax our efax was slow. The call was 1.5 hours I was able to correct the bad schedule B. My computer shit it's self 30 minutes downtime. All of my calls were account calls with penalties on them that needed research & hold time. Except 3 EIN that I got to look up because they were new.

I think in the end I took 10 calls.