Building the Future

Taxpayer Assistance and Collections Center

The Taxpayer Assistance and Collection Center (TACC) serves as the first level of taxpayer assistance to the citizens of North Carolina, resolving a significant number of taxpayer problems and questions with the first call. The Center also assists the Collections Division with outbound call campaigns.

Tips for Getting Help from the TACC Efficiently

• Please have your account information ready before calling, such as a federal id number, social security number, sales and use tax account id number, or withholding tax account id.
• If you are calling about a notice you received from the department, you’ll need the notice identification number.
• If you are calling to ask the agent to submit a payment for you, please have your payment information ready. This includes the zip code on your credit/debit card billing statement.
• Having a pen and paper handy will save you time as well.
• Please be ready to identify if you filed as single or with a spouse for the tax year in question.
• Our phone system will ask you to key in your information before reaching an agent. However, once you are connected to an agent, you will be asked to verify that information and additional information for security purposes, to prevent unauthorized disclosure of your confidential information.

Key Facts about the TACC

• TACC opened on October 1, 2003.
• Call agents are trained to handle basic tax law questions across major tax schedules:
• Individual Income
• Withholding
• Sales and Use
• Corporate and Franchise
• Call agents provide the following basic functions:
• Update taxpayer address and phone numbers
• Answer general questions
• Submit payments and file delinquent tax returns using the NCDOR website
• Order forms
• Explain notices and reasons for taxpayers liability
• Track refunds
• Inactivate business accounts
• TACC receives an average of 115,000-148,000 inbound calls per month (includes all calls handled in the interactive voice response service, handled by agents, hang up waiting, 24 hours a day 7 days a week).
• TACC answers an average of 50,000-62,000 inbound calls and places 10,800- 14,000 outbound calls per month.
• TACC answers 95.35% of the calls that queue for an agent. The average wait time once queued for an agent is 53 seconds.

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Last modified on: 01/12/09 09:17:54 AM.