The IRS’s Customer Callback (CCB) system is intended to help taxpayers avoid waiting on hold when they call the tax agency. If callers provide their numbers, IRS employees will call them back. First introduced in 2019, CCB functionality was expanded in early 2023. Recently, the Treasury Inspector General for Tax Administration (TIGTA) audited the system and made two suggestions: 1) Revise external performance measures to be more comprehensive, and 2) establish goals for CCB system performance measures. TIGTA also expressed concern about the fact that callers with wait times longer than 60 minutes weren’t eligible for callbacks. Read TIGTA’s report: https://bit.ly/3DLzF1O
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