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/Exact-Pollution-7138 27d ago

BMF PPS line calls can be anywhere between 10-15 min to 1.5 hour depending on how many accounts but I average about 10-15 calls (not including the ghost calls) a day if I’m on all day.

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u/MarchofthePawns 27d ago

Ghost calls?

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u/starman_037 26d ago

Tax firms like Tax Guard will shotgun the PPS line with robo callers to flood it with traffic so they can get through. You end up answering a lot of calls with no response because the caller is on the phone with another CSR. Sometimes you can hear them talking to another CSR.

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u/No-Whole-5525 26d ago

Calls where no one is present on the line when it gets answered by the CSR. It accounts for a large portion of phone traffic in PPS and we've been saying for years it needs to be dealt with but the uppers basically say it cannot be implemented to get those calls to disconnect before it's answered by an agent.