Your team has just been told that they are falling behind on the number of cases they resolve, and they need to try to increase their numbers. After you and your team return to your desks, you receive a written request from a taxpayer. The request is not clear to you and does not appear to provide you with all of the information you need. You could send the taxpayer a letter letting him know additional information is needed, which would enable you to close the contact quickly, but will require the taxpayer to contact the IRS again. You could call the taxpayer, but that would take additional time. Or, you could make some assumptions about what the taxpayer is requesting; however, if you are incorrect, interest could be assessed on the account. Given this situation, what would you most likely do?

A. Call the taxpayer to get the additional information that is needed to address his request.

B. Send the letter to the taxpayer to tell him more information is needed.

C. Send the case to your manager to see which action she recommends that you take.

D. Make an assumption about what the taxpayer requested and complete his request.

E. None of the above

You receive a call from a taxpayer requesting to set up a payment plan for his balance due on the current year's taxes. You review the taxpayer's account and see he qualifies for a payment plan. While researching job aids and reference materials, you find a reference that outlines the process to set up a payment plan. You have been trained on this process, but have never done it before. Given this situation, what would you most likely do?

A. Ask a coworker to walk through the steps to set up a payment plan with you.

B. Transfer the call to another coworker who is familiar with the payment plan process.

C. Set up the payment plan using the process found during your research.

D. Request assistance from a technical lead to set up the payment plan for the taxpayer.

E. None of the above

The IRS has recently implemented a new tool to help Contact Representatives make updates to contact information in taxpayer accounts, but you find that the new tool is not recognizing address updates. You know the tool is used to update contact information across multiple IRS systems at once. The next call you receive is from a taxpayer wanting to change her address in her account. Given this situation, what would you most likely do?

A. Refer the taxpayer to the IRS website so she can make the address update.

B. Research an alternate way to update the taxpayers address across all IRS systems.

C. Inform the taxpayer to call back later then report the issue to your manager.

D. Put the taxpayer on hold while you call IT to see if the tool can be fixed.

E. None of the above

You receive a call from a taxpayer who wants to check the status of his tax refund. The taxpayer appears frustrated and speaks broken English, making it difficult for you to communicate with him. In order to access the taxpayer's account records, you need his full name. When the taxpayer states his name, you have difficulty understanding him. Given this situation, what would you most likely do?

A. Apologize that you are unable to understand and refer the taxpayer to the IRS website.

B. Tell the taxpayer to call back another time with a translator and disconnect the call.

C. Transfer the call to a bilingual coworker who could better help the taxpayer.

D. Ask the taxpayer if there is a person with him who speaks English and could translate.

E. None of the above

You have just been trained on how to set up payment agreements. The first step in that process is to provide the taxpayer with the date of when his or her first payment would be due using a Cycle Period Chart. You received a hard copy of the Cycle Period Chart in your training, and your manager emailed a copy telling you to keep it handy. Given this situation, what would you most likely do?

A. Save the chart to a place on your computer where you can easily reference it.

B. File the email with the attached chart in one of your email inbox folders.

C. Use your desk calendar to calculate the first payment when needed.

D. Flag and keep the email with the attached chart in your email inbox.

E. None of the above