| Tax Masters is a top supplier of IRS tax relief and | | | | answer phones at the IRS was eight minutes |
| representative services with a strong | | | | back in 2009 and they only responded to 64% of |
| commitment to the consumer. The second | | | | the calls even after this long wait. Tax Masters |
| quarter of 2010 proved to be better for Tax | | | | who handles call volume for the IRS responded to |
| Master (TAXS.OB) as they increased their total | | | | 94% of the customer calls this year and the wait |
| consumer reaction time in contrast to the first | | | | was only 23 seconds in 2010. |
| quarter of the year 2010. They also experienced | | | | Tax Masters can now manage and keep watch |
| a surge of 2 percent in client call volumes | | | | on their calls better after the company installed a |
| simultaneously. | | | | Cisco Unified Communications call system back in |
| Renee Miller who is the Vice President of Tax | | | | 2009. After the system was set up, during the |
| Masters service, stated that many of their clients | | | | second quarter of 2010, around 92.3% of existing |
| were feeling pressure from the IRS and a few | | | | customers who called Tax Masters waited no |
| were having liens on their savings accounts and | | | | longer than 32 seconds to talk with a |
| their payroll checks garnished so the company | | | | representative. Quite a great improvement |
| feels the need to react as swiftly as possible to | | | | compared to the pre-existing system. |
| consumer calls. In addition to setting up a phone | | | | In the proceeding quarter of 2010, 96% of the |
| system, we collaborated with the consumer | | | | current Tax Master consumers who phoned IRS |
| service team to be sure we were using the best | | | | Tax Masters service were speaking to a |
| methods that permitted us to react fast and give | | | | representative in no more than 14 seconds. This |
| them the services they required as soon as | | | | equaled a drop in 56 % of wait time as compared |
| possible. | | | | to the first quarter in 2010. The increase in |
| It was reported in USA Today and the National | | | | response time is specially important since the full |
| Tax Advocate that the greatest trouble | | | | quantity of calls from existing customers went up |
| consumers have is getting someone to answer | | | | by 2%. |
| the phone at the IRS. The average wait time to | | | | |