21.10.1  Embedded Quality (EQ) Program for Accounts Management, Campus Compliance Services, Field Assistance, Tax Exempt/Government Entities, Return Integrity and Correspondence Services (RICS) – Integrity & Verification Operations, and Electronic Products and Services Support (Cont. 1)

21.10.1.4 
Quality Review of Phone Calls

21.10.1.4.3 
ASFR Phones Product Line

21.10.1.4.3.2  (04-08-2008)
Definition of ASFR Phone Product Line

  1. ASFR Phones are defined as any call received as a result of ASFR issued 30 day (2566) and 90 day (3219) letters or Refund Hold (CP63) letters generated from IDRS.

  2. CR and the associated screen shots (when available) may be used by managers or PAS to evaluate the contact.

  3. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.3.3  (10-01-2013)
Sample Procedures for ASFR Phones

  1. SOI develops sampling plans for ASFR Phones monitored by the sites at the request of the Quality Performance Measurement staff (QPM). Samples from the sites are weighted daily and are valid at the site level and national level on a quarterly basis.

  2. The National Review will consist of a daily random sample of calls covering the entire telephone operational day. See IRM 21.10.1.3.2 and IRM 21.10.1.3.2.1 for sampling guidelines.

  3. The PAS Analyst must sample and review telephone calls while the caller is on-line or by using contact recording (CR). Verify that all input actions are completed within two business days from the day the call was received.

  4. CR and the associated screen shots should be used when evaluating the contact.

  5. The PAS Analyst must monitor a complete call, from start to finish, for the call to be considered a valid part of the sample.

  6. EQRS reviews are not subject to a sample plan.

21.10.1.4.3.4  (10-01-2007)
ASFR Phones Measures

  1. ASFR Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.4  (10-01-2012)
AUR Phones Product Line

  1. Automated Underreporter (AUR) Phones is a separate Automated Underreporter product line review in NQRS and is reviewed within the Embedded Quality system. There are two (2) Specialized Product Review Groups (SPRGs) under the AUR Phones Product Line.

    • AUR Phones

    • BMF AUR Phones

  2. AUR Phones Product Line is reviewed to measure and improve the quality of responses given to taxpayer/caller inquiries received on the AUR toll-free telephone lines.

  3. CPAS Analysts and managers will primarily use IRM 4.19.3, IMF Automated Underreporter, IRM 4.119.4, Examining Processing BMF Liability Determination Overview of Business Underreporter (BUR),IRM 21.10.1 and the Attribute Matrix Job Aids during the review of AUR Phone Calls.

21.10.1.4.4.1  (10-01-2012)
Roles and Responsibilities of the AUR Phones Product Line Analyst

  1. The CPAS Analysts will complete an unbiased, consistent, and accurate review of AUR Phones and BMF AUR Phones cases, including follow-up actions taken once the taxpayer has hung up. Even if the employee does not complete all work until the next business day, the call is still counted as part of the sample.

  2. For each call reviewed, complete an NQRS DCI indicating whether or not the quality standards were met. Provide as much information as possible, including all IRM references for coding defects. This review should identify defects as outlined in IRS Regulations and IRM guidelines and procedures, and provide a basis for error analysis and error trends.

  3. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. For example, recalling a notice/letter before it is issued or correcting an adjustment to an account. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five working days. See IRM 21.10.1.2.7.5.

  4. Review data will be input daily to NQRS.

  5. Refer to the Embedded Quality Website http://eq.web.irs.gov weekly to obtain updated information on the use of attributes in the Operations, the latest Quality Grams, etc.

  6. In a quarterly report, which is to be shared with the Operations, provide suggestions for improvement by:

    • Identifying most frequently made defects

    • Analyzing root causes of defects

    • Reviewing guidelines or sampling procedures

    • Reviewing methods used to capture needed information

21.10.1.4.4.2  (04-08-2008)
Definition of AUR Phones SPRG

  1. AUR Phones is defined as any phone call received on the AUR toll-free line through the ASPECT system on an IMF account by the Automated Underreporter Operation. These include both open AUR cases and closed AUR cases in the Reconsideration process, and any immediate account actions required to be taken by the AUR employee once the taxpayer terminates the call. The call is still counted as part of the sample even if the employee does not complete all work until the next business day.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.4.3  (10-01-2012)
Definition of BMF AUR Phones SPRG

  1. BMF AUR Phones is defined as any phone call received on the BMF AUR toll-free line through the ASPECT system on a BMF account by the BMF Automated Underreporter Operation. These include both open BMF AUR cases and closed BMF AUR cases in the Reconsideration process, and any immediate account actions required to be taken by the BMF AUR employee once the taxpayer terminates the call. The call is still counted as part of the sample even if the employee does not complete all work until the next business day.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.4.4  (10-01-2010)
Sample Procedures for AUR Phones Product Line

  1. SOI (SOI) develops sampling plans for the AUR Phones product line monitored by the sites. Samples from the sites are valid at the site level and national level on a quarterly basis.

  2. Sample and review telephone cases and verify that all input actions are completed within one business day.

  3. Reviews will be conducted using CR and the associated screen shots or "live calls" using remote monitoring. For more information on monitoring techniques, see IRM 21.10.1.4, Quality Review of Phone Calls.

  4. The National Review will consist of a random sample of calls, covering the entire telephone operational day.

  5. The CPAS analyst must monitor a complete call, from start to finish, for the call to be considered a valid part of the sample.

  6. EQRS reviews are not subject to a sampling plan.

  7. Local reviews are not performed for the national measure of the AUR Phones product line and therefore are not included in the sampling plan. However, if time and staffing permit, each site should also perform local reviews to aid in the quality improvement of the product line. See IRM 21.10.1.3.2 for more information on local reviews.

21.10.1.4.4.5  (10-01-2012)
AUR Phones Product Line Measures

  1. AUR Phones product line will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.5  (10-01-2011)
CCP Collection Phones Product Line

  1. Centralized Case Processing (CCP) is a separate product line review on the National Quality Review System (NQRS) and is reviewed within the Embedded Quality System (EQ). There are two (2) Specialized Product Review Groups (SPRGs) under the CCP Collection Phones Product line:

    • Centralized Lien Processing (CLP) Lien Phones

    • CCP Manually Monitored I/A (MMIA) Phones

  2. CCP is reviewed to measure, analyze, and improve the quality of responses given to taxpayer/caller inquiries received on the CCP Toll-free lines.

  3. Quality Analysts and Managers will use the appropriate functional IRM(s), Quality Job Aid, and the IRM 21.10.1 during their review of the CCP Phone calls.

21.10.1.4.5.1  (10-01-2011)
Roles and Responsibilities of the CCP Collections Phones Quality Analysts

  1. The CCP Collection Phones Quality Analysts will complete an unbiased, consistent, and accurate review of CLP Lien and CCP MMIA calls within the Collection Operation encompassing all technical and procedural actions required.

  2. CCP Collection Phone Quality Analysts will review the entire call/case to identify actions required. Analysts will ensure that appropriate actions are updated as required on IDRS or CIS and that actions taken clearly support the disposition of the call.

  3. CCP Collection Phone Quality Analysts will complete an NQRS Data Collection Instrument (DCI) for each call reviewed. All appropriate attribute fields will be completed to indicate quality standards having been met or not met. Analyst's narratives will provide the basis for their findings and include applicable IRM references for coded defects. NQRS reviews will provide a basis for defect analysis and reporting error trends.

  4. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. For example, recalling a notice/letter before it is issued or correcting an adjustment to an account. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five working days (IRM 21.10.1.2.7.5).

  5. Review data will be input daily to NQRS.

  6. Refer to the Embedded Quality Website http://eq.web.irs.gov weekly to glean updated information on the use of attributes in CCP, obtain the latest Quality Job Aids and Quality Grams, etc.

  7. CCP Phone Quality Analysts will provide monthly reports to the Operation, detailing suggestions for improvement by:

    • Identifying most frequently occurring defects and the top five Customer Accuracy Drivers

    • Analyzing root causes of defects

    • Verifying sampling plans and guidelines

    • Reviewing methods used to capture needed information

21.10.1.4.5.2  (10-01-2011)
Definition of CLP Lien Phones SPRG

  1. CLP Lien Phones is defined as any calls received on the ASPECT CLP Lien applications. This could include calls from taxpayers, revenue officers or counties in response to a lien filing, release, payoff, billing, court recordings, payments, etc.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review

21.10.1.4.5.3  (10-01-2010)
Definition of CCP MMIA Phone SPRG

  1. CCP MMIA Phone is defined as any phone calls received on an account where a case is monitored for actions by CCP. This encompasses cases for routine Partial Payment Installment Agreements (PPIAs), manually monitored installment agreement processing (In-Business Trust Fund Installment Agreements (IBTF) and/or PPIA-IBTF), any installment agreement that cannot be monitored by IDRS and any two year reviews in adherence to prescribed policies and IRM procedures. Phone calls received from Revenue Officers on the CCP MMIA Phone product line will not be reviewed by PAS.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.5.4  (10-01-2011)
Sample Procedures for CCP Collection Phones

  1. SOI develops sampling plans for CCP Collection Phones monitored by the sites at the request of the Quality Performance Measurement staff (QPM). Samples from the sites are valid at the site level and national level on a quarterly basis.

  2. Sample and review telephone cases and verify that all input actions are completed within one business day.

  3. Reviews will be conducted using CR and the associated screen shots if available or "live calls "using remote monitoring. For more information on monitoring techniques, see IRM 21.10.1.4, Quality Review of Phone Calls.

  4. The National Review will consist of a random sample of calls, covering the entire telephone operational day.

  5. The analyst must monitor a completed call, from start to finish for the call to be considered a valid part of the sample.

  6. SOI does not prepare a sample plan for EQRS reviews.

21.10.1.4.5.5  (10-01-2011)
CCP Collection Phones Measures

  1. CLP Lien Phones and CCP MMIA Phones will be measured for Timeliness, Professionalism and Customer Accuracy. These are the measures that are available and may be reported under the balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.6  (10-01-2013)
CIO Phones Product Line

  1. Centralized Insolvency Operation (CIO) Phones is a separate product line review on NQRS and is reviewed within the Embedded Quality system. CIO phones is reviewed to measure and improve the quality of responses given to taxpayer/caller inquiries received about his/her account regarding Bankruptcy cases.

  2. Analysts and managers will primarily use IRM 5.9 ,Bankruptcy and other Insolvencies, BLARE, IRM 21.10.1, and the Master Attribute Job Aid during their review of CIO Phone cases.

21.10.1.4.6.1  (10-01-2013)
Roles and Responsibilities of the CIO Phones Analyst

  1. CIO Phones analysts will complete an unbiased, consistent, and accurate review of CIO telephone cases. For each case reviewed, complete an NQRS DCI indicating whether or not the quality standards were met, while providing as much information as possible, including all IRM references for coded defects. This review should identify defects as outlined in the Bankruptcy Code, IRS Regulations and IRM guidelines and procedures, and provide a basis for error analysis and error trends.

  2. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. For example, recalling a notice/letter before it is issued or correcting an adjustment to an account. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five business days (IRM 21.10.1.2.7.5).

    Review data will be input daily to NQRS.

  3. Refer to the Embedded Quality Website (http://eq.web.irs.gov) weekly to review updated information on the use of attributes in the CIO Operation, obtain the latest Quality Gram, etc.

  4. In a monthly report, which is to be shared with the CIO Operation, provide suggestions for improvement by:

    • Identifying most frequently made defects

    • Analyzing root causes of defects

    • Reviewing guidelines or sampling procedures

    • Reviewing methods used to capture needed information

  5. It is also recommended that NQRS analysts meet monthly with the EQRS analysts to confer, compare and review attribute usage. These meetings should be used as a forum for both sides to discuss and come to agreement on the consistent use of each attribute in the CIO Phones Smart DCI. The Product Line Analyst should always be consulted for assistance in interpretation of attribute usage, whenever necessary.

21.10.1.4.6.2  (10-01-2013)
Definition of CIO Phones Product Line

  1. CIO Phones is defined as any phone call received on the CIO toll-free line through the ASPECT system on an account on the Automated Insolvency System (AIS). This includes both open CIO cases and closed CIO cases in the bankruptcy process.Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review

21.10.1.4.6.3  (10-01-2013)
Sample Procedures for CIO Phones

  1. SOI develops sampling plans for CIO Phones monitored by the sites. Samples from the sites are valid at the site level and national level on a quarterly basis.

  2. The PAS Analyst must monitor a complete call, from start to finish, for the call to be considered a valid part of the sample.

  3. Reviews will be conducted using CR and the associated screen shots or "live calls" using remote monitoring.The National Review will consist of a random sample of calls, covering the telephone operational day.

  4. EQRS reviews are not subject to a sampling plan.

  5. Local reviews are not performed for the national measure of the CIO Phones product line and therefore are not included in the sampling plan. However, if time and resources permit, the site will also perform local reviews to aid in the quality improvement of the product line. See IRM 21.10.1.3.2 for more information on local reviews.

21.10.1.4.6.4  (10-01-2007)
CIO Phones Measures

  1. CIO Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the new measures.

21.10.1.4.7  (10-01-2006)
Centralized Offer in Compromise (COIC) Phones Product Line

  1. Centralized Offer-In-Compromise (COIC) Phone calls are reviewed in order to measure and improve the quality of our responses to taxpayer inquiries regarding offers filed or related letters issued by the COIC Sites.

21.10.1.4.7.1  (10-01-2009)
Roles and Responsibilities of the COIC Phones Analyst

  1. COIC Phones analysts will complete an unbiased, consistent, and accurate review of COIC Operation telephone cases.

  2. For each call reviewed, complete an NQRS DCI indicating whether or not the quality standards were met, while providing as much information as possible, including all IRM references for coded defects. This review should identify defects as outlined in IRS Regulations and IRM guidelines and procedures, and provide a basis for error analysis and error trends.

  3. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. For example, recalling a notice/letter before it is issued or correcting an adjustment to an account. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five working days (IRM 21.10.1.2.7.5).

  4. Review data will be input daily to NQRS.

  5. Refer to the Embedded Quality Website http://eq.web.irs.gov weekly to obtain current/updated information on the use of attributes in the COIC Operation, obtain the latest Quality Job Aids and Quality Grams, review the Issues Log, etc.

  6. In a monthly report, which is to be shared with the COIC Operation, provide suggestions for improvement by:

    • Identifying most frequently made defects

    • Analyzing root causes of defects

    • Reviewing guidelines or sampling procedures

    • Reviewing methods used to capture needed information

  7. It is also recommended that NQRS analysts meet monthly with the EQRS analysts to confer, compare, and review attribute usage. These meetings should be used as a forum for both sides to discuss and come to agreement on the consistent use of each attribute in the COIC Phones Smart DCI. The Product Line Analyst should always be consulted for assistance to interpret attribute usage, whenever necessary.

21.10.1.4.7.2  (10-01-2010)
Definition of the COIC Phones Product Line

  1. COIC Phone calls are defined as any call received in the COIC site. Internal phone calls (i.e. Revenue Officers, etc.) received on the COIC Phone product line are considered to be out of scope and will not be reviewed.

  2. COIC Phones Process Examination calls concern the status, receipt and processability of offers, questions regarding the requested verification of income and assets, and questions regarding TIPRA payments.

  3. This product line will have one sample plan for the Process Examination calls.

  4. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.7.3  (10-01-2012)
Sample Procedures for COIC Phones

  1. SOI develops sampling plans for COIC phone calls monitored by the sites at the request of the Quality Performance Measurement staff (QPM). Samples from the sites are valid at the site level on a quarterly basis.

  2. Reviews will be conducted using live calls. For more information on monitoring techniques, see IRM 21.10.1.4, Quality Review of Phone Calls.

  3. The National Review will consist of a daily random sample of calls, covering the entire telephone operational day. Sample and review telephone calls and verify that all input actions are completed within one business day. See IRM 21.10.1.3.2 and IRM 21.10.1.3.2.1 for sampling guidelines.

  4. The PAS analyst must monitor a complete call, from start to finish, for the call to be considered a valid part of the sample.

  5. EQRS reviews are not subject to a sampling plan.

  6. Local reviews are not performed for the national measure of the COIC Phones product line and therefore are not included in the sampling plan. However, if time and staffing permits, PAS may also perform local reviews to aid in the quality improvement of the product line. See IRM 21.10.1.3.2 for more information on local reviews.

21.10.1.4.7.4  (10-01-2007)
COIC Phones Measures

  1. COIC Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy, and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.8  (10-01-2007)
CS Specialized Phone Services Product Line

  1. CS Specialized telephone calls are reviewed in order to measure and improve the quality of our responses to taxpayer telephone inquiries concerning account issues and tax law issues.

21.10.1.4.8.1  (10-01-2009)
Roles and Responsibilities of the CS Specialized Phone Services Product Line Analyst

  1. CS Specialized Phone Services analysts will complete an unbiased, consistent, and accurate review of Centralized Excise Tax Phones and Centralized Estate and Gift Tax Phones within the Excise Tax and Estate and Gift Tax Operations encompassing all technical and procedural actions required.

  2. CS Specialized Phone Services Quality Analysts will review the entire case to identify actions required. Analysts will ensure that appropriate actions are updated on IDRS, AMS, ICS or AIMS and the actions taken clearly support the disposition of the call.

  3. CS Specialized Phone Services Quality Analysts will complete an NQRS DCI for each case reviewed. All appropriate fields will be completed to indicate quality standards having been met or not met. Analysts narratives will provide the basis for their findings and include applicable IRM references for coded defects. NQRS reviews will provide a basis for defect analysis and reporting error trends.

  4. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. For example, recalling a notice/letter before it is issued or correcting an adjustment to an account. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five working days (IRM 21.10.1.2.7.5).

  5. Review data will be input daily to NQRS.

  6. Refer to the Embedded Quality Website http://eq.web.irs.gov weekly to review updated information on the use of attributes and to obtain the latest Quality Job Aids and Quality Grams, etc.

  7. In a monthly report, which is to be shared with the operations, provide suggestions for improvement by:

    • Identifying most frequently made defects,

    • Analyzing root causes of defects,

    • Reviewing guidelines or sampling procedures,

    • Reviewing methods used to capture needed information.

21.10.1.4.8.2  (02-28-2011)
Definition of Centralized Excise Tax Phone SPRG

  1. Centralized Excise Tax telephone calls are any calls received through the ASPECT system that relate to excise tax account issues and tax law issues.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.8.3  (02-28-2011)
Definition of the Centralized Estate and Gift Tax Phone SPRG

  1. Centralized Estate and Gift Tax telephone calls are any calls received through the ASPECT system that relates to Estate and Gift Tax account issues and tax law issues.

  2. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.8.4  (02-28-2011)
Sample Procedures for CS Centralized Phone Services

  1. SOI Staff develops sampling plans for Centralized Excise Tax and Estate and Gift Tax telephone reviews. Samples from the sites are valid at the site level on a quarterly basis

  2. The analyst must sample and review telephone calls while the caller is on-line or by using CR with any associated screen shots.

  3. The National Review will consist of a random sample of calls, covering the entire telephone operational day and spread throughout the week.

  4. EQRS Managerial reviews are not subject to a sample plan.

21.10.1.4.8.5  (02-28-2011)
Centralized Excise Tax Phone Measures

  1. Centralized Excise Tax Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy, and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.8.6  (02-28-2011)
Centralized Estate and Gift Tax Phone Measures

  1. Centralized Estate and Gift Tax Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy, and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.9  (10-01-2013)
e-help Support Phones Product Line

  1. E-help phone calls are reviewed to measure and improve the quality of the support provided to users of IRS electronic products and services (e.g., e-file, e-services, FATCA Registration, Electronic Federal Tax Payment System (EFTPS) ,etc.).

  2. The e-help Support Phones Product Line consists of one Specialized Product Review Group (SPRG): e-help Phones.

21.10.1.4.9.1  (10-01-2007)
Definition of e-help Phones SPRG

  1. e-help Phone calls are defined as any calls received on the designated ASPECT e-help applications.

21.10.1.4.9.2  (10-01-2007)
Sample Procedures for e-help Phones

  1. SOI Staff develops sampling plans for e-help phone calls monitored at CQRS. Sample sizes from CQRS are valid at the site level on a quarterly basis.

  2. CR and the associated screen shots may be used by managers or CQRS to evaluate the contact.

  3. The site may want to perform local reviews to aid in the quality improvement of the product line. Local sampling guidelines have been included; See IRM 21.10.1.3.2 and IRM 21.10.1.3.2.1.

  4. Managerial reviews are not subject to a sampling plan.

21.10.1.4.9.3  (10-01-2007)
e-help Phone Measures

  1. e-help Phones will be measured for Timeliness, Professionalism, Customer Accuracy, Regulatory Accuracy and Procedural Accuracy. These are the measures that are available and reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.10  (10-01-2013)
Exam Phones Product Line

  1. Exam Phones is a separate product line review in EQRS/NQRS and is reviewed within the Embedded Quality System. There are two Specialized Product Review Groups (SPRGs) under Exam Phones:

    • Cold Calls (EQRS/NQRS)

    • Outgoing Calls (EQRS only)

  2. Exam Phones is reviewed to measure and improve the quality of responses given to taxpayer/caller inquiries received on the Exam Toll-free lines.

  3. CPAS Analysts and Managers will use the IRM 4.19.19, Telephone Contacts, Quality Job Aid-Exam Phones, IRM 4.19.18, Quality Review Program, and the IRM 21.10.1 during their review of Exam Phone cases. Although the Examination Toll-Free Telephone Guide may be used to assist in the telephone review, at this time it may not be used as the basis for coding a defect.

21.10.1.4.10.1  (10-01-2012)
Roles and Responsibilities of the Exam Phones Analyst

  1. The CPAS Exam Phones Analysts will complete an unbiased, consistent, and accurate review of Exam Operation telephone cases.

  2. For each call reviewed, complete an NQRS DCI indicating whether or not the quality standards were met, while providing as much information as possible, including all IRM references for coded defects. This review should identify defects as outlined in IRS Regulations and IRM guidelines and procedures, and provide a basis for error analysis and error trends.

  3. Enter the word FLASH in the Feedback Summary Remarks section of the DCI to identify a defect that requires immediate (by the next business day) corrective action by the operation. See IRM 21.10.1.7.7, EQRS/NQRS Remarks Section for additional information.

    Note:

    Defects requiring correction that are not annotated with FLASH are to be completed by the Operation within five working days (IRM 21.10.1.2.7.5).

  4. Refer to the Embedded Quality Website, http://eq.web.irs.gov weekly to glean updated information on the use of attributes in the Exam Operation, obtain the latest Quality Job Aids and Quality Grams, etc.

  5. In a quarterly report, which is to be shared with the Exam Operation, provide suggestions for improvement by:

    • Identifying most frequently made defects and the top five Customer Accuracy Drivers by SPRG

    • Analyzing root causes of defects

    • Reviewing guidelines or sampling procedures

    • Reviewing methods used to capture needed information

21.10.1.4.10.2  (10-01-2011)
Definition of Exam Phones Product Line

  1. Exam Phones is defined as any call received on the Cold Call toll-free lines through the ASPECT system on a tax account (open or closed Exam case) assigned to the Examination Operation; as well as Extension Routed calls and any other phone call received on the Exam toll-free lines. Additionally, Exam Phones includes Outgoing Calls for managers, as these calls will be included in their review.

  2. Exam Phones is based on two primary sources:

    • The Earned Income Tax Credit Program

    • Discretionary Programs

  3. See IRM 4.19.18, Quality Review Program for Campus Exam Operations quality review procedures.

  4. Incorrect/incomplete action (per IRM guidelines) which results in incorrect calculations must exceed a $5.00 threshold before charging a defect for the national review.

21.10.1.4.10.3  (10-01-2010)
Sample Procedures for Exam Phones

  1. SOI develops sampling plans for Exam phones monitored by the sites. Samples from the sites are valid at the site and national level on a quarterly basis.

  2. Sample and review telephone calls and verify that all input actions are completed within one business day.

  3. Reviews will be conducted using CR and the associated screen shots or "live calls" using remote monitoring. For more information on monitoring techniques, see IRM 21.10.1.4, Quality Review of Phones Calls.

  4. The National Review will consist of a random sample of calls, covering the entire telephone operational day.

  5. The CPAS Analyst must monitor a complete call, from start to finish, for the call to be considered a valid part of the sample.

  6. Local reviews are not performed for the national measure of the Exam Phones product line and therefore are not included in the sampling plan. However, if time and staffing permits, each site will also perform local reviews to aid in the quality improvement of the product line. See IRM 21.10.1.3.2 for more information on local reviews.

21.10.1.4.10.4  (10-01-2008)
Exam Phones Measures

  1. Exam Phones will be measured for Timeliness, Professionalism, and Customer Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.11  (10-01-2006)
AM Routing Product Line

  1. The AM Routing Product line consists of one Specialized Product Review Group (SPRG), Default Screener Calls.

  2. AM Routing phone calls are reviewed to measure and improve the accuracy, timeliness and professionalism of transfers to the appropriate area.

21.10.1.4.11.1  (10-01-2006)
Definition of Default Screener Phone Calls SPRG

  1. Default Screener phone calls are defined as any calls received on the designated ASPECT Default Screener applications.

21.10.1.4.11.2  (10-01-2008)
Sample Procedures for Default Screener Phone Calls

  1. SOI Staff develops sampling plans for AM Default Screener phone calls monitored at CQRS. Sample sizes from CQRS are valid at the national level on a monthly basis.

  2. CR and the associated screen shots may be used to evaluate the contact.

  3. A site may want to perform local reviews to aid in the quality improvement of the product line. Local review sampling guidelines have been included. See IRM 21.10.1.3.2 and IRM 21.10.1.3.2.1

  4. Managerial reviews are not subject to sampling plans.

21.10.1.4.11.3  (10-01-2012)
AM Routing Measures

  1. AM Routing Default Screener phones will be measured for Timeliness, Professionalism, Regulatory/Statutory Accuracy, and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.

21.10.1.4.12  (10-01-2008)
Forms Order Phones Product Line

  1. The Forms Order Phones Product Line calls will be reviewed to measure and improve the quality of our responses to taxpayers’ request for forms and answers to procedural questions.

  2. The Forms Order Phones Product line consists of one Specialized Product Review Group. The SPRG is National Distribution Center (NDC).

21.10.1.4.12.1  (10-01-2006)
Definition of Forms Order Phones Product Line

  1. Forms Order Phones is defined as any call received by the vendor.

21.10.1.4.12.2  (10-01-2008)
Definition of NDC Phones SPRG

  1. NDC phone calls are defined as any calls received by the vendor.

21.10.1.4.12.3  (10-01-2008)
Sample Procedures for NDC Phones

  1. SOI Staff develops a sampling plan for NDC phone calls monitored at CQRS. The sample is a weekly sample and is valid at the site level monthly.

21.10.1.4.12.4  (10-01-2008)
NDC Phones Measures

  1. NDC Form Order calls will be measured for Professionalism, Customer Accuracy, Regulatory/Statutory Accuracy and Procedural Accuracy. These are the measures that are available and may be reported under the Balanced Measurement System. See IRM 21.10.1.7.3 for more information on the measures.


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