Today, IRS Commissioner John Koskinen said the Service will hire up to 1,000 additional customer service representatives to help answer the toll-free help lines this filing season. The likely result? Koskinen says he expects that at least 60 percent of taxpayers will be able to reach a representative. This compares with the 37% rate taxpayers experienced in 2015.
"We expect the level of service on the phone will be better than last year," the Commissioner said, and acknowledged that "the level of service last year was so bad that anything would be better." On average, callers were kept on hold for twenty-three minutes by IRS customer service representatives. For the 2016 tax season, he believes "Our goal would clearly be to have them under 20 minutes."
The Commissioner also confirmed that the filing deadline for the 2015 tax year has been extended from the 15th of April to the 18th. Commissioner Koskinen cited Emancipation Day-a public holiday-as the reason for extending the deadline.
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