State call center shows improvement during peak tax season

A revamp of the Missouri Department of Revenue’s processes has resulted in dramatic improvement of answer rates when Missourians call with inquiries about their income taxes this year. During peak tax season in 2017, workers at a state call center were answering just three out of 10 calls. This year, that number is better than eight in 10.

The department has hired about 12 temporary workers to help with high call volume during tax season. It also has taken steps to reduce the number of calls coming into the center, including by diverting people to the Department of Revenue website.

Officials in Gov. Eric Greitens’ administration hail the numbers as an example of improvement under their approach to state government.

Read more: St. Louis Post-Dispatch


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