JSM 2004 Online Program

Abstract #301667

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Activity Number:	334
Type:	Topic Contributed
Date/Time:	Wednesday, August 11, 2004 : 10:30 AM to 12:20 PM
Sponsor:	Section on Survey Research Methods
Abstract - #301667
Title:	The Evolution of IRS Telephone Quality Measures
Author(s):	Laura R. Rosage*+
Companies:	Internal Revenue Service
Address:	Statistics of Income, Washington, DC, 20013,
Keywords:	defects per opportunity ; accuracy ; embedded quality
Abstract:	The Interal Revenue Service has been measuring the quality of the services it provides to taxpayers since the late 1980s. The way in which telephone quality is measured has evolved over the years from test calls, to live monitoring of telephone calls, and soon, to whole contact recording. This paper details the Service's latest move from a pass/fail method of measurement to a defects-per-opportunity methodology. It discusses the strengths and limitations of each method, the overall impact on quality rates, and future plans for improvement to the measurement process.

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