New Callback Service Saves Taxpayer Time

April 1, 2016

Raleigh - During tax filing season, the North Carolina Department of Revenue (NCDOR) experiences a large increase in taxpayer calls. In an effort to minimize hold times for callers, the agency recently launched a new program, Callback Assist, which allows a taxpayer to choose a time and phone number to receive a return call from a department representative.

“The recent launch of Callback Assist represents another step forward in Governor Pat McCrory’s goal of improving customer service within state government,” said Secretary Jeff Epstein. “Our new callback feature helps taxpayers get the answers they need with minimal impact on their busy schedules.”

Once placed on hold, callers will be prompted with two options: either keep their place in line and receive an immediate call back or schedule a return call for up to 7 days in the future.

The system launched on February 9th and is currently available at all call center offices with eventual plans to extend the offering to agency service centers throughout the state.

NCDOR’s call centers will continue to operate on extended phone hours through the remainder of tax season. Live phone assistance will be available from 8 a.m. to 6 p.m. EST, Monday through Friday, for the following topics:

  • Individual income, attachment and garnishment issues at 1-877-252-3252 or 1-877-252-5152
  • Employer garnishment questions at 1-888-352-0116
  • Taxpayers who call back after receiving a message from NCDOR's automated dialing system at 1-877-252-4962

 


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