HRB-02 Wages Income & Taxes Questions
and Answers 100% Solved
LABOR SUMMARY DASHBOARD Report Each category tracks the number of returns,
Tax Plus Revenue amount, TPR per hour, non-production hours, returns per hour, Prior
OT,nonproductive hrs & an explore section for research.
OPERATIONALLY EXCELLENT REPORT-OER Focuses on four of the five SOPs for
this year including SCHEDULE readiness, SERVICE quality, WIP, and virtual components.
O-Excellence Report-SCHEDULING overview Cover open shifts first. 3-day Gaps, 7-
days Gaps, Schedule changes must have advanced notifications for TP.
Our we staffed properly to meet demand?
Do we have the right TP level to match the client?
OE report shows any conflicts in scheduling.
Any unconfirmed appmnts?-UA's take away yellow space!
This could cost $250 for a missed client opportunity.
Go to schedule,mark confirmed or unable.
,O Excellence R-SERVICE QUALITY overview 7 boxes. Client Experience, Service
quality, TPS-new client, Did TP find all deductions, credits? Did TP care about client? Any office
with wait times more than 10 minutes? How many offices with waits over 15 minutes?
O Excellence R-WIP boxes Shows % of TPA-(Tax Pro Action)-WIP greater than 48 hrs.
Next the % starts NLTR-(Not Likely to Return). Next: % of WIP files missing DOCS! Next: %
of DOCs checked in below guidance. 6th box, # 7 box: Is the % of WIP-SIGNATURE
NEEDED!
call signature needed & do an Approval ON Line (AOL)
O Excellence R-VIRTUAL boxes Shows % of clients with VIRTUAL component. Next:
% of WIP TPR past SLA, TPR WIP-action required!, Shows % of TPR with virtual, las shows
actual number of TPR with virtual component.
PHONE SOP-INBOUND CALL QUALITY 85% The Phone SOP - Inbound Call Quality
Report is in the Hub. It focuses on the call quality of inbound calls and the key moments that
take place during the calls. shows total calls, phone sop score, Say: THANK YOU for calling HR
BLOCK in City Plaza, this is Mike! =1st impression score, Identifying Client needs: Say, How
may I help You? say it together without a pause to score for 1st impression!
,PHONE SOP-Appointment Hit Score-VIRTUAL Hit Score- 50% Tells how many times
an appointment was offered to the client during a call. Virtual hit measures how many time this
option is offered to the client.
PHONE SOP-NET SENTIMENT SCORE- 15% Net Sentiment measures client's tone,
negative, positive or neutral? end all calls upbeat and positive with each client to achieve a
positive sentiment. ASK-especially on positive calls
5 SOPs Inbound Call Quality
Work in Progress
Schedule Readiness
Service Quality
Virtual Tools
TIME MANAGEMENT PRIORITY PLANNING FORM Use your planning tool, such as
Outlook Calendar, to block time out to complete Daily Horizon Form for Priorities.
Use WEEKLY, DAILY PLANNER FORM to set time focus.
, SCHEDULE READINESS-1st assessment-for DAILY HORIZON Client Demands?
Staffing Needs? See Capacity Management- Report-Comm-Board-Labor & Productivity-
Appointment Manager.
Capacity Management Report-YELLOW every Hour! Go to Appointment Manager
Dashboard > Reports Tab > Today's Appointments Dropdown List > Capacity Management >
Select Daily or Hourly > Generate Report.
Saturation Rate = Number of Appointments / Number of Tax Pro Hours Scheduled-Identify the
days of the week the office is under or over and to what extent.
I.D. a day to be adjusted, click on "hourly" and the column for that day to produce a Capacity
Management Report by the hour for the day in question.Review the schedule for that day and
compare the # of TPs scheduled to the # needed in the left-hand margin of daily report, and
adjust as needed.
IN Appt MGR-Do The DAISY PROCESS-Schedule Readiness First. I.D. gaps on the
schedule, such as appt made outside of "yellow space." I.D. conflicts and unconfirmed
appointments.
(blue-ghosts)-Resolve Alerts-click scheduling alerts-Look for-Scheduling Gaps, Tax Professional
Complexity, or Bilingual) mismatches. Click on Staffing-Schedule View for the week (Saturday-
Friday).-To Rework-
Click on red exclamation mark to determine what needs to be reworked with the schedule.
and Answers 100% Solved
LABOR SUMMARY DASHBOARD Report Each category tracks the number of returns,
Tax Plus Revenue amount, TPR per hour, non-production hours, returns per hour, Prior
OT,nonproductive hrs & an explore section for research.
OPERATIONALLY EXCELLENT REPORT-OER Focuses on four of the five SOPs for
this year including SCHEDULE readiness, SERVICE quality, WIP, and virtual components.
O-Excellence Report-SCHEDULING overview Cover open shifts first. 3-day Gaps, 7-
days Gaps, Schedule changes must have advanced notifications for TP.
Our we staffed properly to meet demand?
Do we have the right TP level to match the client?
OE report shows any conflicts in scheduling.
Any unconfirmed appmnts?-UA's take away yellow space!
This could cost $250 for a missed client opportunity.
Go to schedule,mark confirmed or unable.
,O Excellence R-SERVICE QUALITY overview 7 boxes. Client Experience, Service
quality, TPS-new client, Did TP find all deductions, credits? Did TP care about client? Any office
with wait times more than 10 minutes? How many offices with waits over 15 minutes?
O Excellence R-WIP boxes Shows % of TPA-(Tax Pro Action)-WIP greater than 48 hrs.
Next the % starts NLTR-(Not Likely to Return). Next: % of WIP files missing DOCS! Next: %
of DOCs checked in below guidance. 6th box, # 7 box: Is the % of WIP-SIGNATURE
NEEDED!
call signature needed & do an Approval ON Line (AOL)
O Excellence R-VIRTUAL boxes Shows % of clients with VIRTUAL component. Next:
% of WIP TPR past SLA, TPR WIP-action required!, Shows % of TPR with virtual, las shows
actual number of TPR with virtual component.
PHONE SOP-INBOUND CALL QUALITY 85% The Phone SOP - Inbound Call Quality
Report is in the Hub. It focuses on the call quality of inbound calls and the key moments that
take place during the calls. shows total calls, phone sop score, Say: THANK YOU for calling HR
BLOCK in City Plaza, this is Mike! =1st impression score, Identifying Client needs: Say, How
may I help You? say it together without a pause to score for 1st impression!
,PHONE SOP-Appointment Hit Score-VIRTUAL Hit Score- 50% Tells how many times
an appointment was offered to the client during a call. Virtual hit measures how many time this
option is offered to the client.
PHONE SOP-NET SENTIMENT SCORE- 15% Net Sentiment measures client's tone,
negative, positive or neutral? end all calls upbeat and positive with each client to achieve a
positive sentiment. ASK-especially on positive calls
5 SOPs Inbound Call Quality
Work in Progress
Schedule Readiness
Service Quality
Virtual Tools
TIME MANAGEMENT PRIORITY PLANNING FORM Use your planning tool, such as
Outlook Calendar, to block time out to complete Daily Horizon Form for Priorities.
Use WEEKLY, DAILY PLANNER FORM to set time focus.
, SCHEDULE READINESS-1st assessment-for DAILY HORIZON Client Demands?
Staffing Needs? See Capacity Management- Report-Comm-Board-Labor & Productivity-
Appointment Manager.
Capacity Management Report-YELLOW every Hour! Go to Appointment Manager
Dashboard > Reports Tab > Today's Appointments Dropdown List > Capacity Management >
Select Daily or Hourly > Generate Report.
Saturation Rate = Number of Appointments / Number of Tax Pro Hours Scheduled-Identify the
days of the week the office is under or over and to what extent.
I.D. a day to be adjusted, click on "hourly" and the column for that day to produce a Capacity
Management Report by the hour for the day in question.Review the schedule for that day and
compare the # of TPs scheduled to the # needed in the left-hand margin of daily report, and
adjust as needed.
IN Appt MGR-Do The DAISY PROCESS-Schedule Readiness First. I.D. gaps on the
schedule, such as appt made outside of "yellow space." I.D. conflicts and unconfirmed
appointments.
(blue-ghosts)-Resolve Alerts-click scheduling alerts-Look for-Scheduling Gaps, Tax Professional
Complexity, or Bilingual) mismatches. Click on Staffing-Schedule View for the week (Saturday-
Friday).-To Rework-
Click on red exclamation mark to determine what needs to be reworked with the schedule.
