EnQ guarantees times as of Dec 1 2020
(This table is updated periodically)
| EnQ Department | Guarantee | Notes |
| IRS Practitioner Priority Service Individual | 3 min | |
| IRS Practitioner Priority Service Business | 5 min | |
| IRS Collections Individual | 3 min | |
| IRS Collections Business | 5 min | |
| IRS Automated Underreporter Individual | 5 min | |
| IRS Correspondence Examination Individual | 5 min | |
| IRS e-Help Desk (e-Services) | 5 min | |
| IRS Collections Individual Spanish | 10 min | |
| IRS Identity Verification | 5 min | |
| IRS Centralized Lien Line | 10 min | Pro Plan Only |
| IRS Memphis Offer in Compromise | 10 min | Pro Plan Only |
| IRS Holtsville Offer in Compromise | 10 min | Pro Plan Only |
What does EnQ guarantee?
EnQ bills your call by the time on the customer service line.
If you had to wait more than the above guarantee time, then enQ substracts wait time from your billed time.
Example: Say you call a number where EnQ guarantees 3 minutes. You call and wait 5 minutes and then and talk for 15. That call’s billed time is 13 minutes, as you waited 2 more minutes above the guaranteed time.
EnQ does this to align ourselves with our customers.
Why the differences in guarantee times?
EnQ can delivery low hold times when:
- A lot of customers call the same department.
- IRS performance is medium bad (percentage of calls get through).
EnQ delivers higher hold times.
- When the custom demand for a department is significantly lower.
- IRS performance is so bad that nobody can get through.
We are constantly working to add new IRS destinations to make your tax practice better.