Solutions
The VirtualFlex platform delivers desired business outcomes through flexible, scalable solutions.
Delivering Optimal Results for Planned/ Unplanned Events During Steady-State and Ramp Times
Industry: Financial Services, Tax Support
minutes
152%
more hours during peak, YOY
100%
Met staffing goals
6+
Points above plan NPS score
Key Takeaways
VirtualFlex platform delivered over 100% staffing goals
Exceeded NPS scores by delivering 6 points above plan
Delivered more than 25% cost savings compared to other BPO partners
Business Challenge
Every year from January to April, millions of people complete their tax returns. The #1 best-selling tax preparation software company offers a variety of tax support products that require qualified customer service resources. This client relies on trusted partners to meet customers where they are in their tax journey with voice and chat, while maintaining proven performance. They needed a customer care partner who could deliver service level at scale through the tax season, while providing flexibility on days with less demand.
Key Takeaways
VirtualFlex platform delivered over 100% staffing goals
Exceeded NPS scores by delivering 6 points above plan
Delivered more than 25% cost savings compared to other BPO partners
Flexibility that delivers excellent customer experiences when needed
The client was able to maintain business continuity when call volume peaked. The virtual flex model
allows the client access to certified agents across the U.S. allowing for coverage across all time zones.
Outcomes
- Exceeded over 100% staffing goals during four consecutive quarters.
- Delivered 152% more hours during peak season, year over year.
Partnership and communication
Clear lines of communication were set up from the start, so the client was able to quickly relay needs to the Liveops team. Within hours, Liveops agents were available to meet expected call volume and ensure customer interactions were handled efficiently.
Outcomes
- Liveops Learning and Development team collaborated with client operational leadership to deliver effective learning modules that resulted in agents meeting or exceeding planned KPI’s of Issue Resolution, Transfer Rate and Average Handle Time.
- Refined QA processes to address issues prior to issue escalation.
Cost efficiencies for productive time
Given the peaks and valleys of volume throughout the tax season, the client saw optimized costs by only paying for productive time with the Virtual Flex model. The model allows access to a large network of qualified agents for the busiest times of the year, and maintains a lower agent count during the off- peak times.
Outcomes
- Exceeded NPS scores by delivering 6 points above plan.
- For FY22, the Virtual Flex model delivered more than 25% savings vs other BPO partner talent model.
The 2022 Tax Season was a successful example of communication, flexibility and positive impact to our partners P & L.
Related Resources
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