For the first 3 days of 2011, the Timberline Support department has experienced a 300% spike in call volume over normal volumes and a 13% increase over last years for the same period last year. This increase, in large part is due to the late-breaking federal tax changes that were released last week which introduced new tax calculation methods, causing questions for our customers. Additionally, Timberline is still seeing a residual number of STO 9.4 customers migrating to 9.7, as well as a higher than expected call volume in SMB and STO Aatrix calls.
Earlier in the week Timberline did experience some phone problems due to this high call volume that resulted in some callers receiving an erroneous “disconnected” message. This issue has been resolved. Now customers may receive a busy signal when calling our lines because Timberline truly have maxed out all available toll free lines.