logo
  • Industries
    • Healthcare
    • Media
    • Telecom
    • Retail
    • Fast Growth Technology
    • BFSI
    Linkedin-new-icon Instagram-Icon Facebook-Icon Youtube-Icon
    Navigation-Bottom-Element

    Explore our Services

    Digital CX

    • Omnichannel CX
    • AI Operations & Bots
    • Social Experience Management
    • SupportPredict Self Learning Knowledgebase
    • SupportPredict Agent AI
    • SupportPredict Self Service & Bots

    Resolution-Centered CX

    • Customer Acquisition
    • Customer Care & Retention
    • Account Management
    • Technical Support
    • Billing & Collections
    • Back Office Processing

    Analytics & Consulting

    • Data Visualization
    • Advanced Analytics
    • Speech Analytics
    • Business Process Optimization
    • Business Transformation
    • Customer Journey Mapping

    Healthcare

    • Member Acquisition
    • Member Services
    • Provider Services
    • Improving Health Outcomes
    • Healthcare Advocacy
  • Outcomes

    Helping you drive competitive advantage

    Business Outcomes

    Revenue Acceleration

    • Sales Acceleration
    • LTV Maximization

    Cost Optimization

    • IntelliAgent
    • Workforce Management
    • Process Consulting & Excellence
    • AI & Data Ops
    • Performance Analytics
    • Agent Health & Wellness

    Enhanced Experience

    • Social Experience Management
    • Omnichannel & Intelligent Steering
    • NPS Predictor
    • Churn Reduction
    • FCR Booster
    Linkedin
  • Locations

    Discover our global network locations

    • United States
    • Honduras
    • Mexico
    • Philippines
    • Bulgaria
    • United Kingdom
    • India
    • Work from home
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon
    Navigation-Bottom-Element
    Location1-img
    Location2-img
    Location3-img
    Location4-img
    Location5-img
    Location6-img
  • Insights

    Stay informed. Stay ahead.

    • All
    • Blogs
    • Case Studies
    • Videos
    • Whitepapers
    • Glossary
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon

    Business outcomes
    that underpin your growth

    Watch video
  • Careers

    Experience new world of work

    • Life @ ResultsCX
    • Our Values

    Explore Opportunities

    • United States
    • Honduras
    • Mexico
    • Philippines
    • Bulgaria
    • India
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon
  • ESG
  • Why ResultsCX

    The ResultsCX difference

    • About us
    • Our Story
    • Leadership
    • Technology & Security
    • Technology Partners
    • Awards
    • News
    • Christopher Lillis
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon

    Values that guide
    our teams everyday

    Watch video
talk to us

Tax Preparation Leader Names ResultsCX the Champion Site 
for Annual Surge Nine Years Running

Industry

Banking & Financial Services

case studies

Table of contents

  • Challange

Share

dOWNLOAD CASE STUDY
For tax preparation companies, the annual surge of tax season is a recurring make or break moment. Having the right seasonal staff in place is essential for maintaining reputation and ensuring client retention.

The Challenge:

When tax time rolls around, this leading U.S. financial services company faces the following possible issues:

  • Annual ramp requiring expansion from 50 to 500 FTEs
  • High customer expectations for agent proficiency from Day One
  • A high need for personnel that only lasts a few months

The Solution:

Even after 10 years of delivering this seasonal ramp, improving processes and approach are still a ResultsCX focus:

  • Prepare for surge well in advance by front loading leadership
  • Recruitment strategy includes bring back programs, employee referrals, university partnerships, and leveraging counter cyclical programs
  • Training curriculum reviewed / strengthened yearly to ensure faster time to proficiency
  • Cultivated relationships with seasonal hires through end of season town halls and regular check-ins throughout the year

The Results:

10 years of delivering this seasonal ramp has developed deep expertise, demonstrated in the following metrics:

  • Most recently delivered 125% of required staff
  • Achieved 94% handle rate, vs. 90% goal
  • Exceeded positive and negative sentiment scores
  • Top performing vendor for 5 consecutive seasons
  • Awarded & launched a new BaaS (Banking as a Service) line of business
  • RCX awarded 100% steady state volume in 2023 – base (steady state) FTE increased to ~100

Related Case studies

Leading Retailer Saves $3+ Million Annually with Expert Back Office Order Verification Team

Case Study

September 29, 2023

Tax Preparation Leader Names ResultsCX the Champion Site for Annual Surge Nine Years Running

Case Study

September 4, 2023

Back Office Engagement Achieves near 100% Accuracy for Prepaid Wireless Business

Case Study

September 4, 2023

Have questions, or want to talk about working with us?

Let’s talk
Case-Study-Bottom-section-svg
Home
Outcomes
Insights
Careers
ESG
About Us
Contact

©2023 All Rights Reserved. ResultsCX

Privacy Policy
Site Map