Transcription
Tax ServicesIndustry Analysis
Table of contentsPreface: SAS Knows that Growth Depends on Availability2Chapter 1: Start with Programming Basics3Part 1: Frequently Asked Questions4Part 2: Call Handling Cross Section5Chapter 2: Evaluating Statistics by Call Type9Chapter 3: Putting it All Together: Call Volume Statistics14Chapter 4: The Cost for Amazing Service15Chapter 5: Gaining Perspective16Taking You Farther, Faster18
PREFACE:SAS Knows that GrowthDepends on Availability.Even for established tax professionals, using voicemail to field missed callscan damage your bottom line. And for people who are just starting out,losing one prospective customer can easily become a make-or-breaksituation. That’s why many tax professionals look to Specialty AnsweringService to provide exceptional 24/7 live-operator customer support.If you’ve never used a call center, or if you are using a serviceand want to do a side-by-side comparison, then this taxservice industry analysis of a few of our valued clients willpoint you in the right direction.ABAnswering Service Industry Case Study: Tax ServicesCDwww.specialtyansweringservice.net02
CHAPTER 1:Start with Programming Basics.Succinct, straightforward scripts are the key ingredient to a successfulphone call. Whether you’re using SAS as an answering service or virtualreceptionist, guiding the operators by way of frequently asked questions orspecific language to employ will ensure that calls flow smoothly for thecustomer and operator alike.We’ve broken programming down into two parts.Part 1FrequentlyAsked QuestionsAnswering Service Industry Case Study: Tax ServicesPart 2Call HandlingCross Sectionwww.specialtyansweringservice.net03
Start with Programming BasicsPart 1: Frequently Asked QuestionsFAQs allow our receptionists to provide general knowledge via phonerather than take a message. The majority of accounts contain details suchas location, business hours, phone number, and website. Additionalquestions are formatted with concise, uncomplicated language.Here’s how four of our tax service clientspersonalized their FAQs.What is your pricing for taxreturns?AAre there any additional feesinvolved?Do you offer phoneconsultations?Do you handle business andstate taxes?CDo you have a Tax Attorneythat works for you?BDo you offer Tax RefundAdvances?Do you take walk-ins?Do you offer same dayturnaround time?DCharging for Tax Consulting: Pricing is usuallythe first thing that comes to mind whencustomers call for tax services. While price willvary depending on the extensiveness of the taxreturn or type of accounting professional, itcan be beneficial to include all of your pricing65C/987-654 3210 *and fees, if possible, in your FAQs.Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net04
Start with Programming BasicsPart 2: Call Handling Cross SectionCall handling, or scripting, is what the operators use to interact with yourcustomers. You might have different instructions based on the caller’squestion or issue, or maybe you want a basic message for all calls.As you can see below, scripts run from simple leadcapture to more involved scenarios.AARE YOU CALLING TO SCHEDULE AN APPOINTMENT?Yes (Calling to schedulean appointment)Access Calendar to Schedule AppointmentSet AppointmentText and email the messageLocked OutGather Name, Phone Number,and Appointment TimeAttempt to Warm Transfertwice, 24/7Text and email the messageAnswering Service Industry Case Study: Tax ServicesAll Other CallsAre you a New or Existing Client?New Client?Gather Name, Company Name,Phone Number, and RegardingText and email the messageExisting ClientGather Name, Company Name,Phone Number, and RegardingText and email the messageOtherGather Name, Company Name,Phone Number, and RegardingText and email the messagewww.specialtyansweringservice.net05
Start with Programming Basics // Part 2: Call Handling Cross SectionCalling for OwnerGather Name, Phone Number,and RegardingText and email the messageBARE YOU CALLING TO SCHEDULE A TAX PREP APPOINTMENT?Yes (Calling to Schedule anAppointment)No (All Other Calls)Caller has QuestionsDid we do your return last year?YESNOIs this for an individual Is this for an individualor a company?or a company?Would you like toschedule anappointment?All Other CallsGather Name,Number, Email, andRegardingEmail the officeNOYESIndividual/CoupleCompanyAccess Calendar toSchedule AppointmentSet AppointmentEmail the officeAccess Calendar toSchedule AppointmentSet AppointmentEmail the officeDid we do your returnlast year?Gather Name,Number, Email, andRegardingEmail the officeNOYESIs this for an individualor a company?Individual/CoupleCompanyAccess Calendar toSchedule AppointmentSet AppointmentEmail the officeAnswering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net06
Start with Programming Basics // Part 2: Call Handling Cross SectionCARE YOU CALLING TO SCHEDULE AN APPOINTMENT?All Other CallsYes (Calling to Schedule anAppointment)Gather Name, Number, Email,and RegardingEmail the accountantAppointment Calls (Scheduling,Canceling or Rescheduling)Schedule AppointmentIn PersonOver the PhoneGather Name, Number,Email, and Tax IssueAccess Google Calendarto ScheduleAppointmentAppointmentScheduledEmail the accountantCancel AppointmentYes(Reschedule)Reschedule AppointmentNo(Cancel)Gather Name, Gather Name,Number, Email, Number, Email,and Date ofand Date ofOriginalOriginalAppointmentAppointmentAccess GoogleCalendar toRescheduleAppointmentAccess GoogleCalendar toCancelAppointmentGather Name, Number,Email, and Date ofOriginal AppointmentAccess Google Calendar toCancel AppointmentAppointmentRescheduledDo you need acall back pingOriginalAppointmentDo you need aEmail thecall back beforeaccountantyour appointment?AppointmentCanceledDo you need acall back beforeyour appointment?Decided toKeepAppointmentEmail theaccountantNoEmail theaccountantEmail theaccountantYesNoYesNoEmail theaccountantEmail theaccountantEmail theaccountantEmail theaccountantAnswering Service Industry Case Study: Tax weringservice.net07
Start with Programming Basics // Part 2: Call Handling Cross SectionDALL CALLSGather Amount Owed, Name, and Phone NumberAre you a current client or looking to become a potential client?Current ClientPotential ClientGo to a closing that gives the callerthe correct number for thedepartment handling the caseAttempt to Warm Transfer the CallText the message and email allaccountantsNo AnswerAfter HoursAnsweredText the message and emailall accountantsTransfer the CallThe details above are just thetip of the iceberg. There areall kinds of things that youAsk the caller if he/she willbe available in 10-15minutes for a call backYesText themessage andemail allaccountantsNoGather besttime to reachcallerText themessage andemail allaccountantscan add to your script, such asReach On-Call, WarmTransfers, AppointmentSetting, and more!Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net08
CHAPTER 2:Evaluating Statistics by Call Type.Depending on the type of tax services you provide, inbound call statisticscan vary. For example, tax professionals will be busiest during tax seasoncompared to the rest of the year.Understanding your call traffic helps SAS staff accordingly, and the datatrend will give you a solid reference point for when you may need to stepup your advertising to draw more clients.You’ll also have an indication of which months might cost you a bit more ora bit less so that you can plan ahead from a financial standpoint.Check out the 2018 call volume breakdown for thesefour clients.Whether you’re looking for the totalnumber of calls or calls segmented bytype, we have you covered. Knowingpeak hours will help you determinewhether to use SAS 24 hours a day orjust for after-hours or overflow support.Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net09
3%3%2%April 201767%12%3%July 201710%6%5%64%7%716%calls4%2%3%August 20178%September %52%53June 201711065%11%calls12%calls52%15%May 201712%4%4%3%March 47%56%7%1%4% 5% 5%February 201710%2% 8%January 201710%calls69%9%9%9%70%67calls8%3%7%October 2017November 2017December 2017New ClientMessage TicketExisting ClientAppointment ScheduledCalling for OwnerCall TransferredInfo Only - Answered Question,Solicitor, Wrong NumberGeneral MessageRefused AppointmentAll Other CallsAnswering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net10
B19%36%48%1011%1%17%calls3%3% 4% 8%January 201727%20%1391%14%calls1%1%8%1%4%3%February 20172%1%15160%calls5%5%7%March 201726%1931%1%calls7648%calls72%52%1%May 2017April 201766%51%6448%callsJune y 201735%August 2017September 201728%8456%calls44%7569%October 2017calls1%1%1%51%Wants Call BackExisting Client – General MessageSubmitted on Website – New Client43%2%2% 2%December 2017November 2017LEGEND:General Message53callsAppointment Set – Existing ClientAppointment RefusedMessage TicketWants Copy of TaxReturnInfo Only – AnsweredQuestion, Solicitor,Wrong NumberAppointment Set – New ClientReceived NoticeAppointment Set – CompanyAnswering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net11
February 2017January arch 201719%39%21358%calls1991%1%1%2% 5%April 2017189calls1%47%2%4%37%50%10%October 2017Appointment Rescheduled202calls1%1%2%3% 6%43%November 2017Appointment Set – Call Back NeededAppointment Rescheduled – No call BackAppointment Set – No Call Back NeededAppointment CanceledAppointment Canceled – Call BackNeededAppointment Rescheduled – Call BackNeededMessage TicketAnswering Service Industry Case Study: Tax Services42%calls17437%calls1%1%1%1% 3%8%8%December 20177%Appointment SetAppointment Refused17940%LEGEND:General Message1%1%1%1%3%8%13%September 20178%August 201729%callsJune 2017calls1%2% 4% 5%July 2017182calls1%1%2%3% 4%7%14745%1%51%30%37%1%1%15838%May 201741%1%1%1%8%calls1%11%43%Appointment Set – PhoneAppointment Set – In PersonInfo Only – AnsweredQuestion, Solicitor, Wrong #Keeping Original AppointmentAppointment Canceled – NoCall Back Neededwww.specialtyansweringservice.net12
2%11%15%17%19%January 201718%March 2017February 201727%29%1622%4%9%13%14%358June 201725%37%396calls23%37%389calls19%3%3%16%July 201730%28%473calls21%18%September 201728%421calls32%callsOctober 2017362calls47%1%1%22%20%2%14%August 201733%20%16%May 201727%18%calls5%April mber 20177%13%December 2017LEGEND:Existing ClientGeneral messageMessage TicketCall TransferredAnswering Service Industry Case Study: Tax ServicesInfo Only – AnsweredQuestion, Solicitor,Wrong Numberwww.specialtyansweringservice.net13
CHAPTER 3:Putting it All TogetherCall Volume Statistics.Taking an average of the data for all four tax serviceclients, in 2018, we answered approximately2,028CALLSClienttotalingwith a typical length ofMINUTESMINUTES PER CALL5,0222.31ABCDDAnswered calls9601,1472,3393,667A total 392.77Average call length minutesAnswering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net14
CHAPTER 4:The Cost for Amazing Service.At SAS, we strive to provide cost-effective service that is designed toimprove your day-to-day operations and make your life easier.Based on our data, theaverage tax services companycan expect to pay around: 435PER MONTH& 5,226PER YEARConsider this. According to Glassdoor.com, the average salary for afull-time receptionist is around 29,000. That’s more than twice theannual invoice total for our busiest tax service clients, and it doesn’t takeinto account overhead costs such as insurance and equipment!Client190.54AVERAGE COST PER MONTH& PER YEAR2,286.53AAverage Monthly Cost2018Invoice 8 Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net15
CHAPTER 5:Gaining Perspective.Ultimately, what are the benefits of using Specialty Answering Service overhaving an answering machine manage your missed calls? Reviewing the calland cost data as a whole, the answer is clear.If you’re looking for ways to justify cost, thisgeneralization will do the trick:You receive 2,028 calls per year.As a result of your busy schedule,you miss 345 of these calls, orabout 17%.Instead of leaving you avoicemail, callers just dial thenext tax service office in thephone book.We’ll guesstimate that 200 callswould have resulted in newbusiness.According to Thumbtack, theaverage cost for a tax professionalis between 75 and 225 perhour. So, we’ll go with 150.The average cost of having SAScapture the missed calls might besomewhere around Client C’sinvoice total. We’ll round it up to 5,600.Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net16
Gaining PerspectiveNow, let’s imagine two scenarios:12Appointment lasts – 1hourAppointment lasts – 2hours 150 x 2 300200 appointments x 150 30,000 30,000 - 5,600200 appointments x 300 60,000 24,400 60,000 - 5,600 54,400Without SAS:You lose 30,000 per year.You lose 60,000 per year.With SAS:You gain back 24,400 ofthe revenue that blew out thewindow when your answeringmachine picked up.You’ll have 54,400 netrevenue.Answering Service Industry Case Study: Tax Serviceswww.specialtyansweringservice.net17
Taking You Farther, Faster.With Specialty Answering Service on your side, you willhave the freedom to worry less about what you’re missingand the time to focus on paving the road ahead.Contact SAS today, and get ready to openthe door to more business, happiercustomers, and a healthier bottom line!
Answering Service Industry Case Study: Tax Services www.specialtyansweringservice.net 02 Even for established tax professionals, using voicemail to field missed calls can damage your bottom line. And for people who are just starting out, losing one prospective customer can easily become a make-or-break situation.
