How an Answering Service Can Help Grow Your CPA Practice

Tax season is one of the busiest and most stressful times for CPAs and financial professionals. In the US, tax season falls generally between Jan. 1 and April 15 of each year, and can be both a blessing and a curse for CPAs and tax preparation firms. If you are in the accounting profession, you know this time of year means increased business, but also a great deal of stress. Your phones ring non-stop, which can also overwhelm your team. It may also lead to missed opportunities, such as when a new client calls in and wants to hire your firm. A professional answering service can offer a simple and effective solution to help accounting firms and tax preparers manage their time and obligations during the tax season, and year-round.

Let’s talk about the stress of the tax season. The pressure to meet client demands often means that CPAs may work extremely long days, giving up their family time, their rest and setting aside self-care. It’s easy to think that this stress is just part of the job or to attribute it to demanding clients. With nearly 80% of accountants reporting that tax season stress is a major issue, the evidence is clear that this time of year can take a toll on tax personnel’s mental and physical well-being. This can mean various symptoms, such as chronic fatigue, irritability, anxiety, and even decreased productivity.

Tax time is stressful for CPAs as well as their clients. No client wants to miss important filing deadlines or pay penalties. They also don’t want errors on their tax return, which can lead to significant consequences. For tax preparers and CPA firms, this means that providing exceptional customer service is a must for retaining loyal clients. An answering service can handle the high volume of calls that you see during tax season, and also screen calls and save your team’s valuable time and billable hours.

Your accounting firm or tax preparation office may be overwhelmed with a wide range of calls.

The good news is, you can train the answering agents to recognize inbound calls and route them to the right person or take a message. This approach minimizes distractions, so your team stays productive during the busiest time of the year.

For instance, your calls can be about:

• A small business owner called to make sure that 1099 forms were sent out to contractors on time, before the deadline.
• An individual taxpayer is asking to confirm which documents are needed from their brokerage account to file their personal tax return.
• A sole proprietor is calling to ask how to properly track business expenses for tax deductions.
• A new business founder needs advice on choosing between an LLC or S-Corp for their new business.
• A nonprofit client is calling to check that its annual Form 990 has been filed correctly and on time.
• A real estate investor is asking about the tax implications of selling a rental property this year vs. holding on to it for another year.
• A freelance graphic designer is seeking clarification on how to estimate and pay quarterly taxes.
• A corporate executive is inquiring about strategies to minimize taxes on stock options or bonuses they received.
• A new client referral is calling to schedule an initial consultation and whether your firm is a fit for what they need.

An answering service can be trained to recognize the type of call and follow your guidelines for how to handle it best.

Now let’s talk about the rest of the year, not just the tax season. Whether your office is bustling with activity during peak tax season or going through a slower and quieter period, an answering service can be flexible around your needs and help you stay competitive.

In quieter times, once April 15 is over, some firms have the habit of reducing staff hours in order to cut costs. When you work with an answering service, you don’t have to sacrifice client experience during slower times, even if your office is not staffed. With plans starting at just $29/month at some answering service, they make it pretty affordable to keep your phones answered 24/7 without needing in-office staff, receptionists or having to answer those calls yourself.

Let’s review how an answering service may help CPAs, accountants, and tax preparers during tax season and the rest of the calendar year:

1. Handle Non-Urgent Issues
   • Take in client questions about pricing, turnaround times, and other logistical aspects of your work, and route them to the right person, or take a message.
   • When appropriate, provide clients with a live person to speak to without interrupting the accountant’s workflow.
2. Schedule Appointments for After Tax Season
   • Schedule appointments for current or potential clients.
   • Book non-urgent appointments for after the busy season, when work is less busy and the office is quiet. 
3. Reduce Office Overhead
   • Eliminate or at least reduce the costs of temporary or seasonal front office personnel.
4. Screen calls:
   • Filter and route urgent calls or high-value client inquiries to the correct individual, such as one of the partners or directors.

You already know that confidentiality is a fundamental obligation for CPAs, governed by strict regulations from the AICPA and state laws. These laws and regulations mandate that accounting professionals protect clients. Professional answering services are designed to uphold these confidentiality standards. They implement strict protocols, such as employee training, secure communication systems, and data protection measures, to safeguard your client’s confidential information. You don’t need to worry and can be assured that your callers will be treated with professionalism and confidentiality. That’s what the answering service is designed to provide and what’s what answering agents are trained to do. 

From a single-shingle tax preparer to a multinational accounting firm with hundreds of employees nationwide, an answering service can be a competitive advantage for your practice. When you hire the right type of answering service, it will support you by keeping up with client calls, using your time more effectively, and keeping sensitive information safe and secure. By taking overwhelming pressure off tax preparers such as yourself during busy seasons and keeping communication in tune year-round, an answering service for CPAs lets you focus on what you do best. It’s a no-brainer practical solution to keep your clients happy and earn their loyalty and repeat business. With an answering service by your side, you can face tax season as well as every season with confidence.