South Carolina – New Call Center; One Support Number

SALT Report 3280 – The South Carolina DOR implemented a more streamlined contact center which routes all taxpayer calls through one support number in efforts to provide the best quality and timely customer service; taxpayers now hear a new phone menu and will be able to choose the option that best addresses their needs. The new menu option also allows for the agency to track call types and provide target training for Call Center agents. Although its primary mission is to provide a one-stop support service to taxpayers, the SCDOR Call Center will have other duties including the resolution of failure to files, managing returned refund checks, processing refund trackers, among other efforts.

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