Room for Improvement
An article by Richard Rubin published by Bloomberg http://www.bloomberg.com/news/2014-01-31/irs-apologizes-for-clogged-phones-as-tax-filing-begins.html said the IRS answered 61% of phone calls made to customer service in 2013. The new IRS Commissioner said he hoped the agency would answer as many as 70% of calls received in 2014. The bar is set pretty low.
Can you imagine any other business being in existence with the customer service experience being so poor? This is just one of the many reasons why taxpayers use tax professionals. We have priority lines, and get through almost always, and we talk to the IRS almost every day.