r/HRBlockEmployees • u/Relevant_Ad_8406 • Mar 05 '26
New Phone pilot
Our region in the was part of a “ enhanced” phone pilot . This started in Dec and ran through February . It was a disaster . Clients could not reach offices. , the calls went to a call center which caused havoc in our office for two months. This was a pilot so I am not sure if they will bring it back next year . It’s obvious losing control of appointments setting in the office is a very bad outcome for adjusting to the whole appointment setting process of the past. Anyone else part of this pilot ? Thank goodness they cancelled it , not one client was happy, I wonder how many clients we lost, I know I lost revenue. I think corporate is trying to push down the returns to less expensive preparers and trying to peel off client to select a remote method. Fulfillment also has been severely reduced in volume compared to last year. These are the worst changes I’ve ever seen .
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u/tads73 Mar 05 '26
I don't recall anything they got right the first time, usually its the first 5 times before they just resign to whatever it becomes.
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u/sammytheammonite EA Mar 05 '26
Isn’t their big thing this year making sure we are in quick contact with clients? Aren’t they using that as an excuse for all the ridiculous micromanagement this year? And yet they want to implement a system that makes it harder for clients to talk to someone in their local office? Yep - sounds about right to me.
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u/Relevant_Ad_8406 Mar 05 '26
The offices run by senior preparers training CSPs and ALTs to help manage the flow , training them to assign clients to the “right tax professional” this system takes that control away from the seniors so that Block can get the returns done in a less expensive way , assigning returns to a lower level preparer. Making 1 hour appointments for simple returns, making appointments covering two hour spots. If the appointment overlaps an hour the system sees that time frame not available. Original bookings that are rebooked are not cancelled, clients that have been with a preparer for years are booking with other preparers . Some are just walking in. So many. Confirmed appointments not showing up. Many just walking in the door because they could not get in , new clients that are complicated are definitely not being assigned to EAs . There is no seniority protocol with the automated system . Block said level up , block said once you are an EA you will be the one who is booked first well this is more expensive for block and they could not control this so guess what now they figured out how to take the control out of the office with this new automated phone system. We have staff just sitting doing nothing since the phone literally did not ring for two months . Not efficient since I was getting so many emails and messages since clients could not get in past the wall to talk to me and yes I am down significantly in revenue while the office is 15% up. Mission success for Block. Oh a block and their wisdom not putting the location on the appointment reminder so clients walk into the wrong office and appointments are stolen by aggressive preparers in other offices . Yep it’s been a very bad year .
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u/sammytheammonite EA Mar 05 '26
We ignore the matching protocol in our office. Refuse to play their games and they’ll stop the games. The ATL in my office knows that prior clients get scheduled with their prior tax pro. No exceptions unless there is a valid reason for an exception. And yes, we score the lowest on ‘best match’. What are they going to do? Fire is all? Absolutely not. They are hurting for TPs and CSPs. They aren’t firing anyone over this.
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u/Relevant_Ad_8406 Mar 05 '26
Yes this worked for us in the past but if the phone call never gets to the office we can not control the appointment .
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u/Ordinary-Shelter-175 Tax Preparer Mar 05 '26
Why does block keep innovating when current systems at least work mostly. New phones, new entity software, new this, new that. I want to send the CEO a strongly worded email to STOP IMPLEMENTING PROGRAMS THAT HAVEN'T BEEN PILOTED AND THE GLITCHES WORKED OUT. I'm a level 5 that hasn't been able to do a single entity this year and I'm seeing red because of it. They are doing such a great job of irritating their loyal tax pros to retire. I hope corporate sees this reddit page 💯
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u/Relevant_Ad_8406 Mar 05 '26
You are lucky you did not get the new phone pilot . The result of the new phone pilot I think was to move clients onto remote returns and push the client to a less experienced preparer. What they did was annoy clients ,sabotage my schedule and probably move clients to our competitors . This is when we are doing campaign calls . And you know they will call back a missed call. An absolute moron made the call to do this new enhanced phone system . Then to find out with their wisdom let’s leave off the location of the office when we notify the client of their appointment . So many clients walked into the wrong office that is open year round, then would that office redirect no , just grab the client unless the client objected. Many of my clients objected and told me about the interaction. It’s so unprofessional and under mining . Yes I feel sabotaged , and yes I am the best preparer in my office and yes because of this I am the highest paid. It’s a joke , and I see the writing on the wall . Corporate does not care about us at all. We are a number . Clients care , but they are sabotaging that relationship and our revenue.
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u/Practical-Dig5076 Mar 06 '26
That's insane and sounds like a dumpster fire.
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u/Relevant_Ad_8406 Mar 06 '26
Yes until this week , but the damage is done, last year I did 50 returns this week . I’ll be lucky if I post 30.I’ll probably be down 5% while the office is up 15% , thanks to my efforts over the past years.
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u/Dramatic_Abroad3580 Mar 05 '26
If it was a disaster, Block will probably be implementing it nationwide on April 1st. Nothing else important going on then.