I work for the call center for the new york state tax department. I was originally in a different department for about 3 years, but they moved me to the call center (I had no say in it) I have to answer calls on the following taxes:
Personal Income tax
Metropolitan Commuter Transportation Mobility Tax (MCTMT)
Withholding tax
Alcohol tax
Cigarette tax
Real estate transfer tax
Mortgage recording tax
Taxicab tax
(and ill eventually be trained on estate tax as well)
Also, I have to assist with online filing for MCTMT, withholding, and taxicab taxes.
Rest assured the people I sometimes have to deal with can be mind blowingly infuriating. A lot of people are total assholes, and even when you give them information that is 100% correct, if they don’t like it, they throw a SHITFIT. I used to think when people get audited, it was new york state trying to screw them over. Then I get calls of people protesting their adjusted refunds, and when I see what they tried to claim, I usually end up facepalming. Hardly EVER do I see people getting reduced/adjusted refunds without a VERY valid reason.
For example, how the FUCK can you claim $5000 in babysitter expenses (there’s a credit for that) when you HAVE ONLY
$6K IN INCOME? Yeah, we’re gonna ask for some proof of that.
I could go on and on about stuff, but I’m sure some of it I can actually get in trouble for talking about lol.
I work in a call center for ADT. I’m more frustrated with internal policies and stat demands (good luck hitting your bonus requirements in inbound calls) than I am with the customers. Also, make sure you have a maintenance plan set up after your warranty expires, the cost to have a technician come out without one is retarded.
Entirely possible, there were some large improvements in the version update like changing from Access databases to MYSQL, but the developers still don’t include some of the features we’ve been asking for since version 1. There’s definitely a large degree of disconnect between management and end users at times.
I’d be very interested in hearing more about that. I pretty much assumed the same that getting audited just meant you were getting screwed, but that just seems to make good sense.
Ah, good old defect management. Why your frontline managers have the power to assign bugs/defects to specific programmers is beyond me - that should be the role of an assigned Defect Co-ordinator.
Raise defect -> all defects go to Co-ordinator for review -> assigned to programmers as required…