The buildup to tax season can be a hectic and stressful time for operators. Every year, operators spend weeks processing and mailing 1099s and state tax documents to mineral rights owners, while handling related inquiries from owners (which could increase by up to three times normal volumes).
Unfortunately, many operators are dealing with reduced staff. Yet, their owner counts remain the same, leading many companies to evaluate how they can better use their resources moving into busy season.
How can call center support help you this tax season? Outsourcing royalty owner phone support is a highly effective solution to meet these seasonal demands, because it takes the burden of answering owner phone calls off your team so they can focus on tax prep.
Four tips for getting the most out of your call center support partnership
If your company is considering adding call center support during tax season, below are four ways to ensure you and your owners are getting what they need from the partnership.
- Plan ahead
It is important to be able to set up your call services before your heavy call traffic comes in. Always know how long it takes for call agents to get set up and ready to take owner calls.
- Anticipate and prepare
Tax season brings both common and surprising inquiries from owners. Preparing you agents with the right information on how to handle common inquiries ahead of time will provide a better experience for your owners because they get their issue or inquiry resolved faster. Call center agents use scripts to manage their conversations. Your answering services should be able to provide guidance on which scripts are most effective for different situations. They should also be able to customize scripts based on your company’s specific needs.
- Utilize proven industry experts
The industry has unique accounting practices. You want to make sure your call center agents can answer owner questions. Enverus call support agents are experienced land and accounting professionals, many who have decades of experience in oil and gas accounting practices.Industry experience means more issues will be resolved during the first call. The Enverus team resolves 85% of its calls on the first inquiry. If an agent is unable to resolve the majority of inquiries and must escalate them, it defeats the purpose of outsourcing your support to free up you team’s time.
- Be clear and transparent
Once you your call support is set up, make sure you make it easy for owners to find the call center number, should they need help. This means placing the number visibly and easy to find on your website, social media channels and owner communications.
Enverus Call Center for royalty owner support
Enverus is the only company that provides a complete owner relations platform, call center support and print and mail service, focused solely on the oil and gas sector. Our experienced team understands the nuances and challenges associated with delivering data to all stakeholders within the oil and gas ecosystem. The breadth of our services ensures owners receive world-class support and operators can focus on year-end activities that are more valuable — a win for your owners and staff. We can also help ensure your support remains uninterrupted.
- Strengthened owner relationships.
- Reduced costs.
- Operator employees better able to focus on higher value operational activities.
Provide your owners with expert oil and gas support
With tax season rapidly approaching, now is a great time to discuss your phone support needs. To learn more about how our call center services can provide your team with seasonal tax support, contact us today at [email protected] or call 1-800-282-4245 to get started.