3 ms·
Cool anecdote, but actual data shows how horrific their wait times are: usually between an hour and an hour and a half: https://blog.callenq.com/irs-hold-times
by nostromo 8y ago
Cool anecdote, but actual data shows how horrific their wait times are: usually between an hour and an hour and a half:
https://blog.callenq.com/irs-hold-times-disconnect-data-10k/ https://blog.callenq.com/irs-hold-times-disconnect-data-10k/
And that's if you're lucky enough to get to talk to someone. One third of calls are summarily disconnected.
> Our study showed that 1 out of 3 calls to the IRS Collections Line for Businesses would be disconnected, with this sometimes occurring after 2 hours of waiting.
- dredmorbius 8y agoAnd who sets that budget?
- EdwardDiego 8y agoOur taxation department lets you schedule an automatic callback when you reach the head of the queue if the wait time is likely to exceed 5 minutes.
- craftyguy 8y agoI've seen this with some financial institutions I am a customer of. It's an incredibly great practice that very few folks in the US deploy.
- furgooswft13 8y ago> One third of calls are summarily disconnected. The disconnects are the worst part of so-called customer support because I know it is likely to happen especially as the hold time goes on. Worse when you call back they've somehow lost all the information you previously gave them 3 times over.
- rtkwe 8y agoBlame dumb call center metrics, intentional disconnects like that keep the average wait time down which allows bad call centers to look better in reports.
- aoeusnth1 8y agoA better metric would include all subsequent wait times: Adjusted wait time = avg(wait_time) / (1 - p_disconnect)
- rtkwe 8y agoI can see why they wouldn't want to include all disconnects in their adjusted wait time because that'd include everyone who disconnects accidentally and disconnects because they figured it out some other way.