Improving Customer Service at IRS

Topics:
Customer Surveys,
Interviews
Tags:
Aon Consulting,
Software,
Product Marketing,
Marketing,
Internal Revenue Service,
Free Trade,
Financial Planning,
Finance,
Enterprise Software,
Customer Service Representative,
...
Source:
Aon Consulting

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Overview: Every year, IRS receives tens of millions of calls from taxpayers seeking assistance in understanding and meeting their tax obligations. Committed to improving its customer service, IRS contracted with Aon Consulting to design a novel approach for selecting their Customer Service Representatives (CSRs). This article discusses this approach and the customized Telephone Assessment Program (TAP) that was used as the means to hire the best-qualified candidates for the CSR position.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 125KB | Date: Sep 2002 | Pages: 2

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