Priority Tiers
September 26, 2021
Dear enQ Customer,
General Update
To continue providing a great level of service in our product, we are making some changes to our operating structure.
We understand that your time is important, so we’ll get straight to the point.
The IRS continues to disconnects most calls after playing the following message:
“We are sorry, but due to extremely high call volume in the topic you requested, we are unable to handle your call at this time. Please try again later or on our next business day. Thank you.”
These call disconnects are independent of enQ and are an IRS-wide phenomenon.
The IRS regularly disconnects all calls for 30+ minute periods.
The demand for IRS agents via enQ is high and growing.
The supply of IRS agent connections is severely limited, due to the IRS disconnects.
The demand can be greater than the supply in enQ’s more popular IRS departments.
Priority Tiers
During peak times, there are not enough enQ IRS connections to satisfy all enQ customers.
There are times where the customer demand is double that of the supply.
To solve this imbalance, in the short-term, enQ will group customers into tiers and connect them to agents in their group priority.
enQ will prioritize customers based on their cents per minute rate.
Gold Priority (<2% of accounts as of 26 Sept 2021)
- 1200 min/mo IRS Pro Plan $299.97/mo
- 13200 min/yr IRS Pro Plan $2999.97/yr
Silver Priority (<9% of accounts as of 26 Sept 2021)
- 400 min/mo IRS Standard Plan $99.97/mo
- 4400 min/yr IRS Standard Plan $999.97/yr
Standard Priority (90% of accounts as of 26 Sept 2021)
- All legacy plans. Including all legacy monthly/yearly pro/non-pro plans.
Your resulting priority will depend on what you do and what others do.
As enQ collects more data, we will communicate the best times to call based on your priority preference.
enQ will continue to evolve so that it can provide the best service to different levels of customer needs.
Guarantee Update
enQ can no longer guarantee the 3-minute wait time as the IRS performance has degraded substantially.
The IRS disconnects most calls after playing the following message:
“We are sorry, but due to extremely high call volume in the topic you requested, we are unable to handle your call at this time. Please try again later or on our next business day. Thank you.”
enQ does connect callers when the IRS answers, but it cannot make the IRS answer the phone.
When the IRS connection performance improves, then enQ will gladly reinstate the guarantee.
Our Commitment to You
enQ’s costs have risen in every aspect: infrastructure, talent, compliance, telecom.
enQ’s revenues have taken a hit as we have been honoring the guarantee even though the IRS’s performance deteriorated.
enQ is quadrupling down on talent to give you the best IRS experience possible.
If you know of talented VOIP software engineers, web developers, and data scientists, please send them our way.
Terms of Service
enQ has updated its terms of service to reflect these changes.
https://callenq.com/terms/
