With millions of returns flooding in and demand for IRS assistance, navigating the agency’s channels efficiently is critical for meeting client expectations and avoiding processing delays.
Here are strategies to help you stay productive and responsive while working with the IRS during peak season.
1. Know When and How to Contact the IRS
The IRS phone lines — especially the Practitioner Priority Service (PPS) — can get overwhelmed in Q1 and early Q2. To minimize hold times:
- Click here to find the right phone number for you early in the day (lines open at 7 a.m. local time).
- Avoid Mondays and the day after holidays, which are the busiest.
- Use authorized third-party access ( Form 8821 or 2848) ahead of time to prevent repeat calls.
- Set realistic expectations for response times, and communicate these timelines to clients.
2. Use IRS Online Tools Whenever Possible
IRS digital tools have improved significantly in recent years. Before picking up the phone, check these resources:
- Transcript Delivery System (TDS): Access account transcripts, wage and income info, and more.
- e-Services Account Management: Update client info and submit POAs online.
- Where’s My Refund? and IRS2Go App: Help clients track their returns without tying up IRS lines.
- Online Account for Tax Pros: Gain secure access to client tax information.
Pro Tip: Bookmark the IRS Tools for Tax Pros hub for quick access.
3. Prepare for IRS Backlogs and Processing Delays
Even routine notices and amended return (updated amended returns webinar recording coming soon) responses can take 6–12 weeks or more during tax season. IRS correspondence units may be operating on a backlog from prior years. To prepare:
- Document all client interactions and submissions.
- Track timelines to know when to follow up with the IRS.
- Set up a CRM or tracking spreadsheet to monitor pending cases.
- Use Drake Software’s return status tools to help clients understand where things stand.
4. Train your Tax Firm on IRS Protocols
Your team should be aligned on how to interact with the IRS and what steps to take when issues arise. Create an internal document that covers (may create a gated download for this in the future):
- Phone call scripts for Practitioner Priority Service (PPS)
- Escalation procedures
- How to respond to IRS letters or Computer Program notices
- Consider conducting a brief IRS training session
5. Communicate Proactively with Clients
Taxpayers are often unaware of how overwhelmed the IRS can become. Try managing expectations early and learn how to manage difficult clients. You can also:
- Send out a client newsletter explaining potential delays.
- Outline the steps your office is taking to stay on top of IRS communications.
- Encourage clients to submit documentation early and respond quickly to requests.
Busy season is all about preparation, efficiency, and client communication. By leveraging IRS digital tools, managing timelines effectively, and keeping clients in the loop, tax professionals can reduce stress and deliver better service — even when the IRS is stretched thin.
Discover more time-saving tools and the latest tax updates on the Drake Software Taxing Subjects blog, or download our updated Desk Reference Guide to help make this tax season run more smoothly.
Disclaimer: This article is for informational purposes only and not legal or financial advice.
