How did we do it?

• Examined the IRS Contact Center Environment (CCE) in light of industry standards and best practices to establish a baseline of what call abandons are, why they occur, and how IRS can reduce the number of call abandons.
• Conducted qualitative baseline testing of the CCE to gauge taxpayer use of and opinions about the call system and established recommended changes.
• Conducted confirmatory testing of the CCE to assess initial changes to the call scripts.