Keeping Tax Season Stress-Free for an Accounting Firm

Client Background

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A mid-sized accounting firm faced the yearly challenge of high call volumes during tax season, creating interruptions that impacted productivity. The firm needed a way to handle incoming calls efficiently and support client scheduling, all while ensuring quality client service.

Challenges Faced

‍During peak times, the firm experienced:

• High call volumes from clients seeking updates and scheduling appointments
• Increased administrative load due to appointment coordination and reminder follow-ups
• Missed calls during peak hours, leading to potential client dissatisfaction and missed opportunities

Solutions Provided

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Our tailored call management solution provided the following support:

1. Peak-Time Call Handling: By managing calls during business hours, we ensured no client was left unanswered, helping the firm manage inquiries and reduce hold times.
2. Appointment Scheduling and Reminders: We scheduled appointments directly into the firm’s calendar, allowing accountants to stay focused. Automatic reminders minimized no-shows and kept the schedule running smoothly.
3. Prioritization of Client Needs: Our team was trained to handle routine inquiries, allowing the firm to focus on more complex client questions and tax preparation tasks without interruption.
4. Personalized Client Follow-ups: To ensure consistent communication, we provided personalized follow-ups for clients who needed updates or had specific inquiries, creating a seamless experience.

Results Achieved

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After implementing our solution, the accounting firm experienced:

• A 35% reduction in missed calls during peak hours, ensuring that every client inquiry was captured and addressed
• Increased client satisfaction due to consistent communication and proactive scheduling support
• An improved appointment attendance rate thanks to timely reminders and follow-ups
• Enhanced productivity among accounting staff, as they were able to focus on tax preparation without constant interruptions

Client Testimonial

"Working with Ascendist transformed our approach to tax season. Calls were handled professionally, our team stayed focused, and clients received the support they needed every step of the way."

Call to Action
Ready to keep your tax season stress-free? Contact us today to learn how we can help your accounting firm manage calls and improve client satisfaction.