CS-23-547 Customer Call Back Survey

CCB Revised IVR Survey Final Script as of 04/26/2023
Qualifications for Callback
1. It is determined through the ICM scripting if the caller qualifies for a callback (i.e. Application, EWT…etc.)
and based on the percent set by the business whether they will be offered a survey.
2. Upon acceptance of the callback, and the returned call, the agent is notified on their screen whether or
not to Offer Survey.

a. The existing customer service survey takes precedence over the Customer Callback survey.
b. If the caller is transferred from the original application for the callback, they will no longer
qualify for the survey.
Recruitment
1. Agent receives notification on their screen to Offer Survey.
2. Agent offers survey to the caller "This call has been randomly selected to take a survey about IRS
customer service. It will take about four minutes. Would you be willing to participate in this survey?"
3. If caller response is “Yes”, the agent will transfer them to survey.
Questionnaire
4. The survey preamble will then begin:
Thank you for agreeing to take the IRS Customer Callback Survey. The Paperwork Reduction Act requires
that the IRS include an OMB control number on all public information requests. The OMB Control Number
for this study is 1545-1349. All responses to this survey will be kept private to the extent allowed by law.
Also, if you have any comments regarding the time estimates associated with this study or suggestions on
making this process simpler, please write to the, Internal Revenue Service, Special Services, 1111
Constitution Ave. NW, Room 6129, Washington, DC 20224.
5. Caller will then be prompted with the following:
Using your telephone keypad, please answer the following questions.
Q1 – Regarding your experience today with your scheduled callback, how satisfied are you with our automated
callback service?
1. Very Dissatisfied, 2. Dissatisfied, 3. Neutral, 4. Satisfied, 5. Very Satisfied
[ If 1. Very Dissatisfied., 2. Dissatisfied,. Or 3. Neutral, then Q1a, if 4. Satisfied or 5. Very Satisfied., then
Q2]
Q1a – Based on your last response, please select from the following option that best describes how we did not
meet your expectations?
1. I did not receive the callback within the time stated
2. I was not transferred to a representative within a reasonable time
3. I was not able to select a preferred time for a callback
4. I was hesitant to answer the call based on the caller ID
5. Some other reason

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Q2 – What is the longest period of time you would be willing to wait for a call back from the IRS?
1. Less than 30 minutes, 2. 30 minutes to an hour, 3. More than one hour up to 90 minutes,
4. More than 90 minutes
Q3 – If you have caller ID, what description appeared when you received the callback from the IRS?
1. "IRS“, 2. A warning about SPAM, 3. Martinsburg, 4. Other, 5. I don't have caller ID
Q4 – If offered, would you use IRS Customer Callback again?
1. Yes, 2. No, 3. Undecided
[If 1. Yes., then Q5 If 2. No., or 3. Undecided., then Q4a]
Q4a – Which reason best describes why you would not use Customer Callback again?
1. Inconvenient to wait on hold, 2. I may not be in a secure place to complete authentication,
3. Don’t want the call back to possibly interrupt time with a client, 4. Some other reason
Q5 – The following questions are for possible future enhancement of our callback service. If you had initially
declined the callback option during a call, would you like the opportunity to change your mind while waiting on
hold for a representative?
1. Yes, 2. No, 3. Undecided
Q6 – If given the option, would you prefer to receive a text reminder just before IRS calls you back?
1.Yes, 2. No, 3. Undecided
[If 1. Yes, then Q6a, if 2. No. or 3. Undecided., then Q7]
Q6a – How early in advance should the IRS text and remind you a call is coming?
1. 2 to 5 minutes, 2. 6-10 minutes, 3. More than 10 minutes
Q7 – If possible, would you like the ability to schedule the time of your callback from the IRS?
1. Yes, 2. No, 3. Undecided

6. The call will then conclude with.
Thank you for completing the Customer Callback Survey…Goodbye

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