Client Success -
Financial Services
Delivering High-Volume Tax Season Support with Stronger Resolution and Lower Escalations
partnership
+10 pts over vendor avg.
decrease in transfers
Share
Overview
Every tax season, demand surges for a leading tax preparation software provider as millions of customers seek help during one of the most time-sensitive periods of the year. To keep pace, the client needed a support model that could scale quickly, maintain strong service quality, and adapt to shifting volume without disrupting the customer experience.
Through its long-standing partnership with Liveops, the client gained access to a highly responsive support model built to flex for both planned seasonal demand and unexpected volume spikes. During the last peak season, Liveops delivered standout results across key performance metrics, ranking as the client’s number one partner for Transaction Net Promoter Score (tNPS), transfer rate, and issue resolution from January through April 15.
Key challenges
Tax season creates a compressed, high-pressure support environment. From late January through April 15, customer demand rises quickly, and service teams must be prepared to absorb both expected seasonal growth and sudden operational shifts.
The client needed a partner that could:
- Rapidly scale support capacity for tax season while maintaining continuity during off-peak months
- Deliver strong performance across voice and chat support
- Maintain quality outcomes during sudden volume increases
- Minimize escalations while still helping customers resolve issues quickly
- Prepare agents fast enough to meet demand without sacrificing readiness
This year brought an added layer of complexity. Midway through peak, Liveops was asked to absorb additional real-time demand, significantly increasing the need to flex and scale against highly unpredictable volume during an already high-pressure period.
The Liveops solution
A support model built for tax season demandÂ
Liveops provided a support model designed to flex with the demands of tax season. Rather than relying on a traditional BPO model with fixed staffing structure, with Liveops the program could expand as demand increased and scale back outside of peak, helping the client maintain coverage during critical periods without carrying excess capacity year-round.
A faster ramp with returning and newly onboarded talentÂ
To prepare for peak season, Liveops combined refresher classes for returning program-certified agents with onboarding for new agents entering the program. This approach helped expand support capacity quickly while maintaining continuity and readiness.
Liveops also cut certification time in half, helping agents get prepared to support the program on a compressed timeline.
Agility when demand changed mid-seasonÂ
As volume expectations shifted, Liveops adapted in real time to support the client’s changing needs. The program was structured to absorb additional demand even after peak was already underway, allowing support capacity to grow without disrupting service delivery.
Voice and chat support backed by real-time guidanceÂ
Liveops supported the client across both voice and chat channels during tax season. To help agents navigate more complex interactions, they also had access to real-time guidance support during live contacts, giving them an added layer of help when needed.
This structure strengthened issue handling while allowing agents to support customers with greater confidence.
Close coordination throughout the seasonÂ
Liveops worked closely with the client throughout the season to stay aligned on support needs, readiness planning, and operational adjustments as demand evolved. That ongoing coordination helped the program remain responsive during a high-pressure, high-volume period.
“You’ve helped us navigate so many major changes this year and still delivered top-tier performance. You are a valued part of our expert network, and your dedication, consistency, and resilience have not gone unnoticed. Thank you for showing up with such a positive attitude during a challenging season. We appreciate all your hard work!”
Tax preparation provider
The end result
Liveops delivered strong outcomes during the tax season, helping the client navigate one of its highest-volume periods with consistent performance across key metrics.
From January 1 through April 15, Liveops ranked as the client’s # 1 partner for Transaction Net Promoter Score (tNPS), transfer rate, and issue resolution, outperforming the client’s overall partner average in all three areas.
During peak season, Liveops achieved a 52.6 tNPS, compared to the client partner average of 41.8. The program also delivered a 5.4% transfer rate, significantly below the client average of 10% (a 46% decrease), and an issue resolution rate of 76.2%, exceeding the client average of 73.5%.
Liveops supported 460,124 calls across the full tax season, including 71,490 calls during peak week and 39,239 calls the week before peak, compared to approximately 1,200 calls during the off-season.
To meet that demand, the program scaled from a typical off-season base of 77 agents to 700 active agents during peak week, after growing from 500 to 700 agents in just two weeks leading up to the busiest period.
That scale was matched by expanded service coverage. During the off-season, the program operates Monday through Friday from 8 a.m. to 8 p.m. ET. During tax season, coverage expands to 7 days a week from 8 a.m. to midnight ET, giving the client broader support availability when customer needs are at their highest.
The strength of the program also supported a faster filing milestone for the client. This year, the client reached 1 million customers filed by April 12, which was three days earlier than the prior year, when that mark was not reached until tax day itself.
Now in its 8th year of partnership, the program continues to show how Liveops can help clients prepare for intense seasonal demand, expand quickly, and maintain quality even when conditions change midstream.
Why choose Liveops for financial services?
flexibility to expected or unexpected events
AI ID verification
streamlined authentication, reducing fraud and security risks.
years of deep financial services industry experience
Key takeaways
Top-performing partner:
Ranked # 1 amongst the client’s partners for tNPS, transfer rate, and issue resolution during peak season.
Strong customer sentiment:
Achieved a 52.6 tNPS, compared to the client partner average of 41.8 (a 10+ point jump in comparison)
Lower escalation rates
Delivered a 5.4% transfer rate, outperforming the client partner average by 46%.
Better issue resolution
Reached 76.2% issue resolution, exceeding the client partner average of 73.5%.
High-volume readiness
Supported 460,124 calls from January 1 through April 15, including 71,490 calls during peak week alone.
Rapid seasonal ramp
Scaled from a typical off-season level of 77 agents to 700 active agents during peak week.
Explore our financial service offerings
Take your customer experience to the next level with a global-ready contact center solution that scales with your business.
Get in touch today to learn more about Liveops’ Financial Services industry contact center solutions!