Why are the customer service agents new? No one knows the product or process. I have spoken to 2 agents now.

cleighfranks · ‎April 6, 2020

xmasbaby0 · ‎April 6, 2020

Try posting your question in this forum. Many of us have been around for years.

**Disclaimer: Every effort has been made to offer the most correct information possible. The poster disclaims any legal responsibility for the accuracy of the information that is contained in this post.**

macuser_22 · ‎April 6, 2020

Why are they new? Because tax is seasonal. No tax company need many agents in December, but they need many in tax filing season and that makes it a part time job so the turn-over rate is very high, and with a high turn-over rate the experience and knowledge level goes down.

All tax companies (including the IRS phone agents) have this problem.

**Disclaimer: This post is for discussion purposes only and is NOT tax advice. The author takes no responsibility for the accuracy of any information in this post.**

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Why are the customer service agents new? No one knows the product or process. I have spoken to 2 agents now.