Based on the interim report published by the Treasury Inspector General for Tax Administration (TIGTA), the IRS achieved a 38.5 percent Level of Service and a 24.6 average hold time on IRS phone lines during the 2015 filing season. I don’t really know what Level of Service entails, but I know that 38 percent is really only good if we’re talking batting average. You may be wondering, “How do you get such a low score? I could probably score higher than 38 percent on a test by guessing.” Well, this is how: you get 45.6 million phone calls and you answer only 4.2 million of them. BAM. Done.
Read the report. It will make you cringe.