Client Success -
Tax Support
Delivering Optimal Results for Planned/ Unplanned Events During Steady-State and Ramp Times
7
Year Partnership
6
Point NPS Increase
152%
YoY Growth
Share
Overview and Challenges
During tax season, millions of individuals rely on the #1 best-selling tax preparation software company for support. From January to April, the demand for tax assistance surges, requiring a rapid ramp-up of skilled customer service agents. The client needed a partner capable of scaling service levels efficiently during peak periods without incurring excessive costs during slower times.
Traditional brick-and-mortar staffing models struggled with attrition, limited flexibility, and coverage gaps across different time zones. To maintain business continuity and meet customer expectations, the client sought a scalable, high-quality customer service solution that could provide seamless support via voice and chat while ensuring cost efficiency.
By partnering with Liveops, the client gained access to a network of skilled remote agents, enabling real-time scalability, nationwide coverage, and optimized operational costs to navigate fluctuating demand effectively.
The Liveops Solution
Flexible, On-Demand Customer Support
Liveops provided a scalable network of experienced remote agents, allowing the client to ramp support dynamically based on daily and seasonal demand. Unlike traditional contact center models, this approach eliminated unnecessary overhead while ensuring peak-time coverage.
With a remote agent network spanning the U.S., the client maintained seamless service across all time zones, ensuring customers received timely assistance regardless of location.
Seamless Communication and Performance Optimization
To drive efficiency and maintain service quality, Liveops established a structured communication framework with the client. This ensured:
Real-time adjustments based on evolving service needs.
Agents were available within hours to meet call volume fluctuations.
Continuous collaboration between Liveops’ Learning and Development team and client operational leadership to refine agent learning modules, improving issue resolution, transfer rate, and handle time KPIs.
Cost-Effective, Performance-Driven Support
Liveops’ model enabled the client to optimize costs by paying only for productive time, eliminating inefficiencies associated with idle staffing during low-demand periods. By leveraging a flexible workforce, the client achieved:
More than 25% cost savings compared to other BPO models.
Higher efficiency through refined quality assurance processes.
Smoother operations with proactive issue resolution before escalation.
the end result
Through its partnership with Liveops, the client successfully scaled customer support to meet peak tax season demand while optimizing costs. Over four consecutive quarters, Liveops consistently exceeded staffing goals, ensuring uninterrupted service during high-volume periods.
During the busiest times, the client saw a 152% increase in support hours year over year, reinforcing the effectiveness of a flexible workforce. This approach not only enhanced service availability but also drove improvements in customer satisfaction, reflected in a 6-point increase in NPS scores.
Additionally, by leveraging a cost-effective staffing model, the client realized more than 25% savings compared to traditional BPO providers, maximizing operational efficiency without sacrificing service quality.
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Key Takeaways
Scalable Support
Scalable Support: Exceeded over 100% staffing goals for four consecutive quarters.
Customer Satisfaction
6-point Net Promoter Score (NPS) improvement.
Year-over-Year Growth
152% increase in support hours during peak season.
Cost Optimization
More than 25% savings compared to other BPO models.
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