In the call center industry, hang-ups matter. When customers don’t get the answers they need, organizations spend additional time and money trying to resolve the issue.

The Internal Revenue Service gets millions of calls from taxpayers every year. IRS asked Kleimann to investigate a complex problem: why were so many people hanging up when calling to get assistance? To get to the bottom of the issue of “call abandons,” Kleimann conducted a research study to compare IRS to other industries and to analyze taxpayer behavior and perceptions of IRS
phone assistance.