QUALITY & ACCURACY
what is the term that is defined as giving the correct response and resolution to the customer’s inquiry
Customer Accuracy
What must you do while researching account information not readily available?
Place the caller on hold
True or False, do not proceed with authentication probes if the caller is an unauthorized third-party?
True
What must you do prior to providing any EIN information to a TPD requesting SS-4 status?
Fully authenticate the TPD and request the SS-4 via fax.
Resolving an issue in the most efficient manner through the use of proper workload management and time utilization techniques
Timeliness
If the caller requests you to hold what should be your response?
The hold can be no more than two minutes
True or False, returns and return information of a partnership may be disclosed to any person who was a member of the partnership at any time.
False, they must have been a member or partner during any part of the period covered by the return
True/False A POA has the authority to change an address over the phone.
False
Promoting a positive image of the IRS by using effective communication techniques
Professionalism
When you greet the caller and there is no response ask the caller if they can hear you and repeat your name and badge number. Allow ___ _____ for a response before disconnecting.
30 seconds
What is the letter for Full Disallowance 106c or 105c
What is 105c letter?
What are the authorized titles that you can accept on a phone call for a corporation?
President
CEO
legally binding officer
Adhering to non-statutory/non-regulatory internal process requirements
Procedural Accuracy
True or False, You are required to ask the taxpayer for a notice or letter number to determine the reason they called
False
What must you do if the caller states they are the Vice President of a Corporation?
Ask if the caller is a legally binding officer
If the caller cannot provide the EIN what must you do?
Authenticate the caller's personal identity
There are ____ quality measures used to assess performance.
5
Where can the most recent notice sent to the taxpayer be found?
top section of Command Code (CC) TXMOD
If a caller requests return information about a partnership for the year 2023 what is required?
That person must establish that he or she was a partner at some time during 2023.
You are required to do high risk disclosure when a caller is checking the status of a refund.
If there is no open account issue or a notice has not been issued