Virtual Hold Callback Saves Taxpayers' Time

September 14, 2016

At the Indiana Department of Revenue, we know how important time is to taxpayers. We know you’re busy and waiting on hold isn’t how you want to spend your time. That’s why we piloted a new callback feature on our business and collections phone lines – and it’s been a success.

Since November 2015, the department has offered a virtual hold callback feature for business tax and collections inbound calls. The feature allows taxpayers to request a callback rather than waiting on hold. Their position in the queue remains the same, and the caller may schedule an appointment for a representative to call back up to seven days in the future.

From November 2015 to July 2016, the virtual hold callback feature saved almost 483,944 minutes of taxpayers’ time, and 92 percent of callbacks successfully reconnected with the taxpayer.

The department looks forward to adding this callback feature to additional lines in the future and continuing to implement new ways to better serve Hoosier taxpayers.

Now that you know we value your time, feel free to give us a call. For a list of contact phone numbers, click here.